Associate, Client Servicing

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MUFG has a developing and thriving Transactional Banking business, headquartered in Tokyo and spanning all continents. Transaction Banking, EMEA (incorporating Europe, Middle East and Africa) forms part of MUFG’s Global Transaction Banking business.

Our key responsibilities are to drive regional business and support global & regional clients with Transaction Banking solutions for Cash and Liquidity Management, Foreign Exchange, Trade and Working Capital through a comprehensive suite of proprietary and 3rd party digital channels. We support our local and international cash management services for our Corporate, FI and NBFI client base.

Transaction Banking EMEA consists of Trade, Working Capital, Cash and Liquidity Management solutions for our chosen client base and comprises of product, sales, implementation, client services, planning and risk functions.

The Client Servicing Team acts as the first point of contact for all client issues and enquiries across our Transaction Banking products and channels. The team provides a proactive client service approach to clients on all transactional enquiries, complaint management and troubleshooting problems, as well as identifying cross-sell opportunities. They take end-to-end accountability and ownership of the client relationship to deliver an optimal and premium service level.

The Client Service Associate is the first point of contact for all client enquiries and issues coming in through our Client Servicing Desk. All enquiries and requests are logged, tracked and updated through to resolution. Provide a proactive and practical approach to identify and understand in detail each enquiry and request, then take accountability and ownership to manage the client expectations.

Provide advice and guidance to the client on the use and operation of all related products and channels, and identify potential cross sell and revenue opportunities to enhance the customer experience. Where required provide training and proactively educate the client to avoid any potential service disruptions. Collaborate with key stakeholders and maintain engagement with all internal operations teams to ensure prompt resolution of cases and client issues.

Strong organizational and communication skills are critical.

• First point of contact for the client on all day-to-day banking enquiries and issues, taking accountability and ownership to ensure an optimal and premium service level is provided.

• Log and track all calls to resolution ensuring accuracy and timely reporting of metrics, and making sure SLAs are being met on a consistent basis.

• Support of customer’s daily transactions and operations, by investigating and resolving enquiries and complaints promptly, and managing the client expectation.

• Day-to-day handling of enquiries and requests internally from the front office coverage teams and branches across the EMEA region.

• Proactive, value add engagement with corporate client groups in an account manager style to manage transaction relationships, improve the client experience and provide recommendations for cross sell and revenue opportunities.

• Handling of all client user, administration and maintenance requests which will include the issuance and completion of documentation to each client.

• As a Service partner, collaborate together with the RMs, Sales, Operations and other key internal stakeholders to ensure the prompt resolution of cases and client issues, and identify opportunities for service improvement, or proactively educate the client to avoid any future service disruptions.

• The timely identification, escalation and resolution of all issues and enquiries, including any clients at…