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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 to anticipate client needs, improve satisfaction, and prevent issues. Manage operational risks and build technology fluency into daily servicing.
Responsibilities
- Provide excellent client service via case management system, telephone, and email, ensuring timely, accurate, and professional responses.
- Proactively engage clients through planned outreach, service check-ins, and post-incident follow-ups to confirm satisfaction and identify issues early.
- Act as the point of contact for assigned clients, taking full ownership of queries, requests, and operational issues until resolution.
- Follow call/email quality guidelines, maintaining 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 inquiries, troubleshooting, and claims.
- Demonstrate sound risk judgment and apply risk management controls during client interactions; escalate issues with clear impact and next steps.
- Promote and protect the Bank by managing risk in day-to-day activities, identifying unusual activity or operational deficiencies, and escalating appropriately.
- Understand and ensure compliance with all relevant internal and external rules, regulations, and procedures.
- Build strong working knowledge of GPS systems, digital channels, and transaction behaviors to improve troubleshooting quality and speed.
- Partner with Implementation & Integration, Service Delivery/Operations, and Technology teams to resolve issues and support client queries.
- Translate technical concepts into clear client communications.
- Maintain curiosity and learning agility around AI and future technologies relevant to cash management and incorporate learnings into BAU activities.
- Liaise with internal stakeholders (e.g., GPS Sales, Relationship Managers, Product, Service Delivery/Operations, Implementation & Integration, Technology teams) 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 utilization and client feedback; identify training needs and provide guidance to help clients maximize GPS product/channel capabilities.
- Provide structured feedback to Product teams on client needs and product/system requirements.
- Identify cross-sell/deepening opportunities in partnership with coverage teams.
- 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, able to explain complex topics clearly.
- Strong planning and prioritization 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 is advantageous.
- IT-related education background and/or experience supporting digital channels is an advantage.
- Japanese: Native-level proficiency (spoken and written).
- English: Business-level proficiency (spoken and written).
Skills
- Proactive ownership and client advocacy
- Structured judgement with timely risk escalation
- Tech-curious, collaborative and future-ready
- AI and emerging payments technology
- Cash management
- Tokenised deposits
- Digital currencies
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.