Provide first level support covering application usability & customization; content search, explanation & integrity for Trading and Wealth Management customers
Effective servicing of cases and strict adherence to case query handling procedures.
Follow the appropriate procedures to respond to complaints, critical issues and outages.
Maintain positive relationship to with customers to provide additional information, updates, and resolution to issues.
Meet all access targets across telephony, electronic and live chat channels.
Identify and refer problems affecting customers and influence the timely resolution of customers’ enquiry, including referrals.
This would include issue to Customer Support Team Manager and liaising with different parts of the organization as appropriate.
Build and maintain local and overseas relationships with other Frontline teams, Sophisticated Support, Workflow Specialists and other resolver groups across the organization to ensure appropriate resolutions are provided in a timely and accurate manner.
Recognize and call out recurring problems, areas and processes for improvement.
Develop deep markets and product specialization through Specialized Learning pathways to increase the value of service delivered to customers

1-3 years’ experience in a customer service or application support role.
Previous experience in the financial markets in front, middle and back office are desirable
Knowledge in Trading products and applications is a plus
Language
Japanese (Native), English (Business)
Well-developed analytical skills with the ability to resolve problems
Excellent customer service skills including active listening alongside focusing, and fully understanding our customer's needs
Team work skills to work in large team environment
Ability to learn and possess growth mindset
University Degree in Business, Economics or in Finance is a plus

Senior Analyst – Customer Support, Japanese

About this role