Sr Client Service Specialist

Sr Client Service Specialist

Responsible for answering and addressing customer inquiries related to SMBC's cash management products by email or phone. The position logs and monitors inquiries, troubleshoots complex issues and escalates issues to the appropriate areas. The Sr. Client Specialist is also responsible for training junior staff on day-to-day and advanced tasks. They are also responsible for assigning the tasks to each staff based on their workload and skills in order to respond to our customers and to resolve the issue in a timely manner. Coordinating the teams by assigning the inquiries from the customer with staffs considering each capability, experience and availability.

Answer customers complexed inquiries and questions and respond to them with the solutions and appropriate suggestions. If necessary, escalate the issues to GTDB Product area. Create daily logs in proprietary system for issues and inquiries from customers for record-keeping purposes. Work with our partner bank to set up service products. Provide support to customers for troubleshooting to resolve the issues. Be responsible for monitoring all set-ups are completed correctly and in a timely manner. Maintain the records of concession pricing and special ECR memos from Relationship Manager for specific periods or renewals to keep information updated and accurate in billing database. Expand knowledge of cash management service products to provide support to GTBD sales team and Relationship Manager in order to increase cross-selling opportunities. Collaborate with back-office operations, Deposit & Clearing and Investigations Departments to resolve wire transfer issues and other related inquiries in a timely manner. And work with them to find better way to avoid forthcoming issues.

Qualifications and Skills

• BA/BS or equivalent experience

• 5+ years of client facing role at a major financial institution.

• Strong knowledge and actual working experience of Corporate Cash Management / Treasury services system/product implementation

• Strong team player

• Excellent communication skills. The applicant must be a bilingual, speaking and writing for English and Japanese

• Ability to work under pressure and meet time critical deadlines.

• Ability to prioritize tasks and manage the time effectively.

• Proficient skills on MS Excel & PowerPoint

• Hybrid working: Recommend working in the office twice a week.

Additional Requirements

SMBC's employees participate in a Hybrid workforce model that provides employees with an opportunity to work from home, as well as, from an SMBC office. SMBC requires that employees live within a reasonable commuting distance of their office location. Prospective candidates will learn more about their specific hybrid work schedule during their interview process. Hybrid work may not be permitted for certain roles, including, for example, certain FINRA-registered roles for which in-office attendance for the entire workweek is required.

SMBC provides reasonable accommodations during candidacy for applicants with disabilities consistent with applicable federal, state, and local law. If you need a reasonable accommodation during the application process, please let us know at accommodations@smbcgroup.com.