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Associate, Client Service Group – Drive client satisfaction and operational excellence in Hong Kong.
Mid-level role in Santander Asia’s first line of defence, handling KYC, trade support and client outreach.
Associate, Client Service Group
Country: Hong Kong
Client Service Group is a newly set up function within the first line of defence under COO Office in Asia and contribute to the success of the Santander Asia through a group of knowledgeable professionals that manage the branch operational process and provide excellent client services, enabling the achievement of strategic objectives and supporting the Santander Asia corporate goals within agreed risk appetite constraints.
To act as a primary point of contact for client inquiries, ensuring prompt and professional resolution in maintaining high client satisfaction.
Key Responsibilities
- 1. Coordination, receive client requests and understand the needs, and route them to the correct internal teams. Keep clients informed about the status of the requests
- 2. Semiannual client feedback and KPI review
- 3. Daily operational and transactional support including:
- KYC Support
- Prepare outreach checklist based on entity type and product
- Responsible for client outreach, collect client files and track the progress
- Perform high level sanity check on the collected files
- Operation Support
- Account maintenance, process changes to account signatures, address and company details
- Settlement instruction/issues
- Audit confirmation preparation and enquires
- Client statement enquiries
- 4. Client service, proactively understand to reduce the client issues/frustration through feedback
Requirements
- Bachelor’s degree in Finance, Business, or related field.
- 5 - 8 year experience in client outreach, KYC, sales support, or trade operations within financial services.
- Good understanding of trade lifecycle processes (front-to-back).
- Excellent communication and interpersonal skills.
- Detail-oriented with strong problem-solving abilities.
- Ability to work under pressure and manage multiple priorities.
- Collaborative team player with a client-first mindset.
- Strong analytical and organizational skills.
- Proficiency in MS Office.
- Fluent in English and Korean. Chinese (Mandarin/Cantonese) or Japanese is a plus.