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Be part of the team to drive differentiation through service. When you join us as a Customer Service Officer, you will earn brokerage and trading knowledge to effectively serve our individual and corporate customers. You will also be professionally trained to deliver smart solutions and quality service. Equipped with your new skills, you will be able to drive transformation in our service design, hence enhancing our customer experience . What You'll Do
As a Customer Service Officer , you will report to the Customer Service Manager and is responsible for managing queries from both internal and external clients. You should be motivated to deliver the best to your clients, independent and disciplined. You are also expected to have deep knowledge in our entire value chain and be creative in designing solutions for client requests or issues.
Roles and Responsibilities:
Responsible for the day to day BAU for customer service operations, which includes resolving queries from clients and trading representatives via multiple channels (e.g. call in, emails, over the counter).
Process account applications for individuals, companies and financial institutions. Pre-account opening screening and checks are required like AML, Credit worthiness, identification and verification process.
Attend to all account-related requests including update of information and other enquiries
Uphold service standards by ensuring prompt turnaround for all account applications and service requests and consistent quality of the forms/requests processed
Ensure full compliance to the laid down procedures and processes.
Works independently and takes ownership of cases, including accurate and proper records management and tactful resolutions of queries and escalations from both internal and external customers.
Manage assigned projects to deliver change management, quality assurance and customer satisfaction
Diploma/Degree, preferably in Banking or Finance.
Minimum 1 to 2 years of relevant experience in Customer Service is preferred.
Able to work well independently with minimal guidance
Operational knowledge in securities and stock market would be advantageous.
Customer oriented with good oral and written communication skills
Effective interpersonal skills with both internal and external customers.
Strong ability to use Microsoft Powerpoint and Excel for presentations and analytics is a plus point
Ability to work shifts
Customer centric, service excellence mindset
Desire to help others with patience and empathy
Meticulous and able to think critically to solve problems
Able to multi-task and manage time effectively
Self-motivated and able to work under pressure.
Mature, resourceful, independent.
A good team player with commitment and initiative.
Enthusiastic, with a passion for self-improvement
Team player who display a genuine passion and commitment towards the team