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CIB - TS Client Service Solution Center Analyst/Associate

Req #: 180012177
Location: Seoul, 11, KR
Job Category: Sales/Trading/Research
Job Description:


Treasury Services (TS) -- the world's largest cash management provider -- moves, concentrates and invests client money, and provides trade finance and logistics solutions. TS products include payments, collections, trade finance, investments, and information services that help companies manage working capital and liquidity.

Client Service employees act as the point of contact for internal and external customers. They receive inquiries from customers in need of information, service assistance and problem resolution. They ensure that issues are addressed appropriately, accurately and in a timely fashion.

General Description
•Be the first point of contact for TS client\'s daily servicing needs relating to cash management
•Determine and analyze issues raised and ensuring suitability of solutions proposed
•Provide answers to queries immediately where possible, and/or initiate investigation when a case has been assigned
•Take ownership in pending cases follow-up and provide proactive updates to clients
•Perform root cause analysis of defects, issues and non-compliance of service levels
•Identify and escalate issues in a timely manner
•Logging of customers inquiries and ensure that cases are closed timely
•Proactive client communication as needed basis
•Ensure risk/compliance guidelines are followed at all times
•Achieve target Client Service Key Performance Indicators
•Participate in UAT for system enhancements, as needed Skills
•Handles complex investigations

•Bachelor's degree holder above 1-6 years experience in customer service or front office role, preferably with exposure to financial institutions and multinational corporates
•Understanding of various aspects in clearing such as SWIFT, RTGS, Telegraphic Transfer, GIRO, etc
•Understanding of cash management products
•Excellent telephone manner and email etiquette
•Able to provide quality services in a high inquiry volume environment
•Good command of English and Korean
•Accuracy and ability to follow through
•Team player
•Ability to work independently and meet set metrics
•Good communication and influencing skills

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