Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

Provide high-quality, professional ongoing client service to corporate and institutional clients. Act as the primary point of contact for a broad portfolio, owning the day-to-day service experience and operational query resolution end-to-end. Strengthen proactive service engagement by establishing consistent outreach routines and service check-ins to anticipate client needs, improve satisfaction, prevent issues before they arise, and reduce repeat issues across a broad client portfolio. Manage operational risks through appropriate assessment, mitigation, controls, and timely escalation/reporting. Build and embed increasing technology fluency (bank systems/channels and emerging technologies) into BAU servicing to enhance client experience and service effectiveness.

Responsibilities

Provide excellent client service primarily via case management system, telephone and email, ensuring responses are timely, accurate and professional.
Proactively engage clients (planned outreach, periodic service check-ins, post-incident follow-ups) to confirm satisfaction, reinforce best practices and identify issues early.
Act as the point of contact for assigned clients; take full ownership of queries, requests and operational issues until the client accepts resolution.
Follow required call/email quality guidelines and maintain a strong focus on accuracy, follow-up discipline and end-to-end accountability.
Apply service recovery skills to resolve concerns quickly and address root causes to avoid repeat occurrences.
Handle a broad range of service requests including account maintenance, payments, online banking/e-channel enquiries, troubleshooting and claims.
Demonstrate sound risk judgement and apply risk management controls during client interactions; escalate issues in a timely manner with clear impact and next steps.
Promote and protect the Bank by managing risk in day-to-day activities, including identifying unusual activity or operational deficiencies and escalating appropriately.
Understand and ensure compliance with all relevant internal and external rules, regulations and procedures applicable to the role and the conduct of business.
Build strong working knowledge of GPS systems, digital channels and transaction behaviours to improve troubleshooting quality and speed.
Partner with Implementation & Integration, Service Delivery/Operations and Technology teams to resolve issues, support client queries effectively, and translate technical concepts into clear client communications.
Maintain curiosity and learning agility around AI and future technologies relevant to cash management and help incorporate practical learnings into BAU activities.
Liaise intensively with internal stakeholders locally and globally to deliver solutions and meet client needs.
Support smooth transition from implementation into business-as-usual servicing, and provide ongoing coverage as client requirements evolve.
Monitor product utilisation and client feedback; identify training needs and provide guidance to help clients maximise GPS product/channel capabilities and benefits.
Provide structured feedback to Product teams on client needs and product/system requirements to support enhancements and operational efficiency improvements.
Identify cross-sell/deepening opportunities in partnership with coverage teams, and support delivery against client promises where appropriate.
Contribute to a consistent, market-leading client service proposition and continuous improvement of service workflows and operating model.

Requirements

Strong client service and issue resolution capability in a professional environment, with proven ownership and follow-through.
Excellent written and verbal communication skills (email/telephone/client meetings), able to explain complex topics clearly (including operational/technical topics).
Strong planning and prioritisation skills; comfortable handling multiple time-sensitive items under pressure.
Demonstrated learning agility and willingness to build technology understanding and apply it in day-to-day servicing.
Banking experience is a plus.
Cash Management / Transaction Banking experience is advantageous.
Experience supporting corporate treasury/finance/treasury operations stakeholders and/or engaging with client IT teams on channel or integration topics.
IT-related education background and/or experience supporting digital channels is an advantage.

Skills

Proactive ownership and client advocacy
Structured judgement with timely risk escalation
Tech-curious, collaborative and future-ready
Japanese: Native-level proficiency (spoken and written)
English: Business-level proficiency (spoken and written)

About the Company

Global Payments Solutions (GPS) provides payments, collections and liquidity products to Commercial Banking and Global Banking corporate and institutional clients.
The team supports clients across domestic and cross-border payment flows, channels and cash management-related service needs.