Business Support Hotline Officer

At Julius Baer, we celebrate and value the individual qualities you bring, enabling you to be impactful, to be entrepreneurial, to be empowered, and to create value beyond wealth. Let’s shape the future of wealth management together.

GENERAL DESCRIPTION

The Business Support Hotline officer is a key member in the Client Service Network (CSN) team. He/she is responsible to provide support for account opening and account modification queries for Singapore Booked Portfolios from all Front members via phone and/or e-mail. He/she has to analyse and answer/handle the enquiry/request from Front members, as well as collaborate with subject matter experts from other units in the Bank, who are providing second level support.

YOUR CHALLENGE

KEY FEATURES OF THE POSITION

Stakeholder / Client Management

“First point of Contact” for all queries in relation to account opening and account modification for Singapore Booked Portfolios.

Perform preliminary checks of account documentation and identification documents for legal entities and complex individuals.

Act as Subject Matter Expert to prepare and develop tools, checklists and other aides to support the account opening and account modification process for Singapore Booked Portfolios.

General

Maintain the knowledge database of Business Support Hotline Team.

Document and maintain the Front members’ requests/enquiries received in the Bank’s ticketing tool, keep control over the issues list and see through each issue to closure in a timely manner.

Analyse and answer/handle the enquiry/request from Front members, as well as collaborate with subject matter experts from other units in the Bank, who will provide second level support.

Ensure activities performed are in compliance with relevant regulations and internal policies.

Perform Independent Call Back to clients for High Risk Transactions as a form of anti-fraud deterrence

Strong commitment to quality service and a desire to drive innovation and continuous process improvement initiatives.

Support any ad-hoc tasks / requests as assigned from time to time.

Regulatory Responsibilities &/OR Risk Management

Demonstration of appropriate values and behaviours including but not limited to standards on honesty and integrity, due care and diligence, fair dealing (treating customers fairly), management of conflicts of interest, competence and continuous development, adequate risk management, and compliance with applicable laws and regulations.

YOUR PROFILE

SKILLS REQUIREMENTS OF THE POSITION

Personal and Social

Communication talent i.e. confidently leading a discussion, managing conflict situation, efficient and goal oriented communication style

Meticulous and efficient working style

Ability to work under pressure

Able to work with minimal supervision and a team player

Proactive, hands-on and solutions-oriented

Good analytical and problem solving ability

IT savviness

Professional and Technical

Degree with at least 5 years of related banking working experience

Experienced in working with Clients, Relationship Managers, Banking Operations, Legal/Compliances, and other stakeholders within a Bank

Previous experience in Client Documentation functionality is preferred

Previous experience in call centre and/or call back experience is an advantage

Ability to understand and converse in Japanese is also an advantage

Good understanding of Banking and Financial Products

Regulatory (where applicable)

N/A

We are looking forward to receiving your full job application through our online application tool.