Associate, Client Servicing in London

Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), one of the world's leading financial groups. Across the globe, we are 150,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, building long-term relationships, serving society, and fostering shared and sustainable growth for a better world.

With a vision to be the world's most trusted financial group, it is part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. This means investing in talent, technologies, and tools that empower you to own your career. Join MUFG, where being inspired is expected and making a meaningful impact is rewarded.

Overview of the Department/Section

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 third-party digital channels. We support our local and international cash management services for our Corporate, FI and NBFI client base.

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.

Main Purpose of the Role

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.

Key Responsibilities

• 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 risks.
• Responsible for ad hoc projects and initiatives as and when required to enhance the client experience or the team's service levels.
• Adhere to policies including escalation and compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations.

Work Experience

Essential

• Proven work experience in a similar role in banking sector or banking operations environment within the financial service industry.
• In depth and relevant product knowledge of Transaction Banking products and services covering both cash management/liquidity management and/or online banking channels/host to host SWIFT connectivity.
• Excellent demonstrable payments experience – UK Domestic: BACS, Chaps, Fast Payments & Cross-Border: SEPA, Target2, SWIFT and technical knowledge through online banking channels.
• Experience working on a Client Servicing desk or similar role handling client enquiries and issues.

Skills and Experience

Functional / Technical Competencies:

Essential

• Capable of analysing clients' perspective in various situations and determine positive or negative behaviour for opportunities to gain agreement.
• Able to apply questioning skills for in-depth analysis of attitudes, situations, problems and priorities to determine optimum strategy on how to deal with them.
• A team player, eager to support and learn, and can foster collaborative working relationships across the organization.
• Able to identify and manage both transactional and operational risks.
• Computer literate with the ability to learn client service software applications.
• Good questioning skills.
• Good analytical and problem-solving skills.
• Ability to recognize basic styles of client behaviour and how to adapt each style to create positive 'chemistry & rapport'.

Education / Qualifications:

Essential

• A level (ONC / OND) or equivalent work experience.

Preferred:

• Degree level education or equivalent work experience.

Personal Requirements

• Excellent communication skills internally and externally with clients at different levels.
• Results driven, with a strong sense of accountability.
• A proactive, motivated approach.
• The ability to operate with urgency and prioritise work accordingly.
• Strong decision-making skills, the ability to demonstrate sound judgement.
• A structured and logical approach to work.
• A creative and innovative approach to work.
• Excellent interpersonal skills.
• The ability to manage large workloads and tight deadlines.
• Excellent attention to detail and accuracy.
• A calm approach, with the ability to perform well in a pressurised environment.

We are open to considering flexible working requests in line with organisational requirements. MUFG is committed to embracing diversity and building an inclusive culture where all employees are valued, respected and their opinions count. We support the principles of equality, diversity and inclusion in recruitment and employment, and oppose all forms of discrimination on the grounds of age, sex, gender, sexual orientation, disability, pregnancy and maternity, race, gender reassignment, religion.