£30-35K p.a. (Dependent on experience)
To support customers with Electronic Banking (“EB”) usages and its queries for better customer services, and to process EB documentation, with the extended customer supports,
To communicate with other departments and other teams to support such EB customers.
To maintain/analyse performance, and to provide relevant information with relevant people so that customers are correctly targeted and efficiently promoted. To provide customer promotion based on the analysis in the extension of customer supports.
Tomaintain the relationship withour increasing number ofElectronic Banking (“EB”) customers through customer supports.
The job is mainly giving these customers supports to use EB and giving them better services, including documentation.
The teamhas the planning function ofthe division, and thusanalysingfigures and targeting customers are arranged as well.
Customer promotion may be included in the extension of customer supports, especially for such targeted customers.
Priority is supporting customers for EB queries, occasionallyapproaching customers with extended supports may be needed for the purpose of promotion.
Customer correspondences need to be thoroughly reviewed. Customers need to be responded through the whole process.
The job is closely related to Promotion team as well as front offices. Customer support/promotion status need to be shared with Promotion team, who can support customers in a timely manner afterwards for promoting other products or relevant follow-up, and front offices as required.
Communication with Products team may be required as well, depending on the customer requirements.
Customer support/promotion status needs to be kept under control.
Customer calls are expected to be around 5-10 per day.
Supporting customers for Electronic Banking (“EB”) usage and responding customers for their queries in a timely manner.
Training customers for them to use our EB and help them with transaction banking tools, transaction itself, inquiries on fees etc.
Communicate with relevant departments and other teams to carry out services including but not limited to front offices, IT Dept. Back Office and other offices worldwide.
Marketing may be conducted, which is mainly via phone calls, but can include customer visits.
Processing EB documentation,fromobtaining documents from customerstocirculating such documents for approval, submitting instructions of system set-up and fee set-up to other relevant departments, and checking correct fee debits.
Issuing fee reports and EB set up reports for Promotion team and front offices
Preparing various reportsfor supportdata analysis andissuing the result of analysis to relevantteam, e.g. front offices and Promotion team
Preparing customer presentation materials/pitchbook.
Preparing and Maintaining all EB Agreements including pooling agreements for London as well as Continent and Frankfurt.
Updating and Maintaining Procedure manuals
Supporting of creation of various databases, including Requirement Definition e.g. Request for fee system creation to IT
Involvement in Digitalization including Robotic Process Automation (“RPA”)
Working with other internal departments such as Front office, IT Department, Back Office to complete given tasks and resolve any issues, provide support to internal users in both UK and Europe.
Undertake ad-hoc administrative tasks, as requested by the line management.
Administrative tasks supporting GM, e.g. meeting arrangements, business trip arrangements such as flight booking
Organizing meetings and taking minutes
Expense control except approval, stationery order and other secretarial job
Who we are looking for
StandardExcel, Access, Word skills
Japanese skill in reading, speaking, listening and writing
Experience of customer supports
Knowledge of Electronic Banking (“EB”) products and systems
Skills of good communication
The City, London
Monday – Friday, 9am – 17:00
Candidates must be eligible to work in the UK with no restrictions