Deliver a strong client experience at the center of payments and trade finance servicing. You will support corporate and financial institution clients across Asia-Pacific, manage inquiries end-to-end, and help resolve complex issues quickly. You will work closely with internal teams across operations, sales, product, risk, and compliance to keep transactions moving smoothly. This role is ideal if you are analytical, highly organised, and enjoy improving how service is delivered.
As a Client Service Analyst in Global Banking Client Service, you will manage client inquiries across payments and trade finance from triage through investigation, exception handling, and closure. You will set expectations with clients, provide clear updates, and coordinate with internal stakeholders to meet service-level commitments. You will also support trade finance servicing needs, including coordination of Letter of Credit and Standby Letter of Credit text review where applicable. Professional proficiency in Mandarin and English is required, as you will support Mandarin-speaking clients across China and the broader Asia-Pacific region.
Job responsibilities
- Own end-to-end case management across payments and trade finance inquiries, including investigations, exceptions, follow-ups, and closure.
- Set clear expectations with clients and provide timely updates across multi-step workflows.
- Coordinate with internal teams to resolve escalations and meet service-level commitments.
- Support trade finance servicing by coordinating Letter of Credit and Standby Letter of Credit text review with operations and advisory teams where applicable.
- Track and follow up on required internal approvals and clearances to minimise delays.
- Log, update, and close cases accurately in the case management tool, monitoring open items to drive closure.
- Identify root causes behind recurring issues and work with stakeholders to implement practical fixes that reduce repeat inquiries.
- Promote adoption of self-service digital tools to reduce avoidable inquiries and improve client experience.
- Contribute to process improvement, controls enhancements, and automation initiatives that improve efficiency and service quality.
- Apply a strong risk and controls mindset, escalating potential concerns in line with procedures.
Required qualifications, capabilities, and skills
- Bachelor’s degree
- Minimum 3 years of experience in banking in client service, operations roles.
- Working knowledge of payments and treasury products and trade finance products and services.
- Professional proficiency in Mandarin as you will support Mandarin-speaking clients across China and the broader Asia-Pacific region
- Strong client service and relationship skills, including the ability to manage escalations professionally.
- Strong multitasking and prioritisation skills to manage high volumes and time-bound tasks while meeting service levels.
- Analytical problem-solving skills, with the ability to investigate issues and propose practical solutions with internal teams.
- Strong communication and stakeholder management skills across operations, sales, product, risk, and compliance teams.
- Comfort using multiple systems for case management and transaction tracking, with strong attention to detail.
Preferred qualifications, capabilities, and skills
- Knowledge of bank guarantees.
- Familiarity with digital tools, automation platforms, or artificial intelligence applications used in client service delivery.
- Experience contributing to process improvement initiatives, including documenting and standardising workflows.