Customer Service Intermediate Analyst 2 (Cantonese & Mandarin Speaking)

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Job Overview

The Customer Service Analyst 2 is an intermediate‑level position responsible for delivering high‑quality support and issue resolution to clients, in close coordination with the broader Customer Service team. The primary objective of this role is to manage external customer inquiries, ensure timely resolutions, and provide ongoing service support while upholding strong operational, compliance, and risk management standards.

Key Responsibilities:

• Serve as the primary point of contact for clients and internal stakeholders, collaborating across teams to investigate and resolve inquiries.

• Respond to client requests accurately and within required service timelines.

• Conduct analysis and investigations to identify root causes and propose effective solutions.

• Communicate resolutions clearly and professionally to clients.

• Build and maintain strong client relationships through regular calls and, where applicable, face‑to‑face engagement.

• Proactively notify clients of system issues, market events, or operational impacts, providing timely updates until resolution.

• Uphold high standards of compliance, ethics, and risk management by:

  • Exercising sound judgment in day‑to‑day operations

  • Adhering to all internal policies, procedures, and regulatory requirements

  • Promptly escalating, managing, and transparently reporting any identified control issues

• Language Requirement: Strong proficiency in Mandarin and Cantonese (spoken and written) to support regional client needs.

Qualifications:

• 4–6 years of relevant work experience (customer service experience preferred).

• Strong computer proficiency; familiarity with corporate banking tools is an advantage.

• Clear, concise, and confident communication skills, both written and verbal.

• Strong investigative, analytical, and problem‑solving capabilities.

• Ability to present concepts and influence process improvements.

• Proven track record of delivering high‑quality service and building effective client relationships.

• Ability to work independently with limited supervision while contributing effectively within a team.

Education:

• Bachelor’s degree or equivalent professional experience.

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Job Family Group:

Customer Service

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Job Family:

Institutional Customer Service

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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