Job type full-time
Full job description
Do you want your voice heard and your actions to count?
Discover your opportunity with mitsubishi ufj financial group (mufg), the 5th largest financial group in the worldAcross the globe, we’re 180,000 colleagues, striving to make a difference for every client, organization, and community we serveWe stand for our values, building long-term relationships, serving society, and fostering shared and sustainable growth for a better world.
With a vision to be the world’s most trusted financial group, it’s part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agilityThis means investing in talent, technologies, and tools that empower you to own your career.
Join mufg, where being inspired is expected and making a meaningful impact is rewarded.
This is a remote positionA member of our recruitment team will discuss location preferences with you in more detail.
The client services officer provides exceptional customer service to the banks top-tier client portfolioIndependently research, analyze and resolve a broad range of complex customer issues involving services and products that support various market segmentsProvide a high level of responsiveness to internal and external customer inquiries by phone, e-mail, or in personAnalyze data and make recommendation as to exposure and possible risk to the bank on new accounts, wire transfers, overdraft conditions, and uncollected funds usageRequires strong critical thinking ability as work is performed without substantial directionMajor responsibilities: 65% provide outstanding customer service to clients, banking offices, account management, sales representatives and merchantsDevelop rapport and establish key relationships with critical business unitsAssist in making decisions regarding customer requests weighing impact based on risk and drawing on overall banking knowledge and experienceProactively assist with complex customer service needsReview account analysis statements with customers and officers regarding service fees, pricing and deficitsAssist with non-credit and operational risk to minimize operational losses; collectable overdrafts, wires and other exceptionsUse excellent technical and job knowledge as well as problem-solving and critical thinking skills to make sound decisions while balancing risk with opportunityUse the highest level of expertise to quickly and effectively resolve banking office and client issuesEvaluate customer service issues identifying root causes and making recommendations based on thorough analysisMaintain customer centric approach and effectively identify course of action to meet service level agreements with an emphasis on first call resolutionDevelop creative win-win service solutionsUse excellent sales referral techniques to recommend product and services to support bank marketing strategyProvide absolute one-stop shopping customer service experienceAccountable for the servicing and operational customer experience across departments throughout the organizationStrong knowledge of banking systems and the organization to be able to implement customer service strategy independentlyDemonstrate excellent service level awareness and quickly respond to issues that could impede customer serviceDevelop and document special handling procedures for new processesAssist with special projects and implementation of department initiative as appropriateAssist in training new employeesAct as a resource to other customer service representatives25% work closely with customer, relationship manager and treasury management services to coordinate implementation of new customers for deposit and fee based servicesDiscuss applicable delivery channel and service options with customerMay travel to customer site to make servicing presentations or lead tours for clients at the bank facilityPrepare and support completion the opening of new accounts, the review of legal documentation, and identify exceptionsCoordinate and review various types of legal documentation with clients and officers to avoid document deficiencyAssist in decision making on account type and setupConduct outbound calls to new clients after initial boarding to ensure quality serviceFollow up with clients for document deficienciesUtilize a strong knowledge of treasury and cash management products, wholesale operations, governing regulations and internal policies and procedures to professionally respond to customer inquiriesIndependently support all inquires on any transaction or cash management service10% provide technical assistance to internal clients to resolve complex inquiries, servicing requests and operational mattersMaintain records of repetitive service problems, resolutions and customer concerns and make recommendations for improving customer service levelsIdentify and refer prospects and cross-sell opportunities to relationship manager for business developmentPerform other responsibilities as assignedHigh school diploma or ged 2+ years banking and regulatory experience 2+ years call center experience exceptional customer service and leadership skillsModel the highest degree of honesty, integrity, and reliabilityExcellent interpersonal skillsAble to work effectively and efficiently in a fast paced call centerPossess outstanding research and follow-up skillsFlexible to work various shifts to meet the needs of the businessPossible travel is requiredStrong computer systems aptitude; including a strong knowledge of microsoft applications (word, excel, power point)Requires strong knowledge of the banks risk policies and proceduresAbility to use sound judgment while exercising considerable latitude and initiative in problem solving to meet customer service needs.
The above statements are intended to describe the general nature and level of work being performedThey are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.
We are proud to be an equal opportunity/affirmative action employer and committed to leveraging the diverse backgrounds, perspectives and experience of our workforce to create opportunities for our colleagues and our businessWe do not discriminate on the basis of race, color, national origin, religion, gender expression, gender identity, sex, age, ancestry, marital status, protected veteran and military status, disability, medical condition, sexual orientation, genetic information, or any other status of an individual or that individual’s associates or relatives that is protected under applicable federal, state, or local law.
Some mufg roles require that individuals be fully vaccinated against covid-19, subject to exemptions for medical or religious reasons, as well as any other reason required by applicable law or orderShould you be selected for an interview, your recruiter will provide additional information.