Loan Agency Operations, Client Service Analyst 2 (Kowloon)

The Customer Service Analyst is an intermediate-level position responsible for providing clients with resolutions and support in coordination with the Customer Service team. The overall objective of this role is to address external customer issues and provide ongoing customer service support.

Responsibilities:

• Perform checker function to  a variety of tasks related to the day-to-day loan administration process for syndication loans, including loan drawdown, loan rollover, payments, client enquirieswithin a complex loans operation environment.
• Perform checker function to covenant check-off including Loan to Value (LTV) measurement
• Instruct Off-shore Operation Team (KLCSC)  for exceptional, defaulted or refinancing agency processes
• Manage the security release and re-assignment with Legal Counsel
• Conduct Manual Payment Processing (MPP)  Segregation of Duties (SOD) function
• Handle Customer Enquiries (Premium Client/complex deal)
• Handle the complex post-closing corporate action with Relationship Manager (RM), Transactor and Legal Counsel
• Handle Loans Trading activities
• Prepare complex transaction and management reports
• Participate in System User Acceptance Test (UAT) and Continue of Business (COB) Drill
• Participate Department and Operation & Technology (O&T) related projects
• Resolves problems by identifying and selecting solutions through the application of acquired technical experience and banking product knowledge.
• Minimizes risk to the bank through increased knowledge of procedural requirements - understands and monitors errors to suggest solutions to reduce errors, and to adhere to audit and control policies.
• Has direct interaction with various internal stakeholders and external customers to disseminate information or address enquiries in a timely fashion.
• Occasionally supports Business in different regions on public holiday of respective servicing countries.

Qualifications:

• 2-4 years of relevant experience
• Experience in customer service preferred
• Computer proficiency
• Consistently demonstrate clear and concise written and verbal communication
• Proven investigative and analytical skills
• Demonstrated ability to present concepts and influence change
• Consistently deliver high-quality customer service with focus on building client relationship and achieving quality results
• Proven ability to work under limited supervision within a team environment
• Sound Knowledge of loan operation processes and procedures (syndication Loan processing experience is preferred) .
• Sound Knowledge of risk types, policies and control measures and processes related to loan operation.           

Education:

• Bachelor's degree/University degree or equivalent experience

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Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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