Client Service Representative

Industry: Client Service

Company: Sumitomo Mitsui Financial Group, Inc.

SMBC Group is a top-tier global financial group. Headquartered in Tokyo and with a 400-year history, SMBC Group offers a diverse range of financial services, including banking, leasing, securities, credit cards, and consumer finance. The Group has more than 130 offices and 80,000 employees worldwide in nearly 40 countries. Sumitomo Mitsui Financial Group, Inc. (SMFG) is the holding company of SMBC Group, which is one of the three largest banking groups in Japan. SMFG’s shares trade on the Tokyo, Nagoya, and New York (NYSE: SMFG) stock exchanges.

In the Americas, SMBC Group has a presence in the US, Canada, Mexico, Brazil, Chile, Colombia, and Peru. Backed by the capital strength of SMBC Group and the value of its relationships in Asia, the Group offers a range of commercial and investment banking services to its corporate, institutional, and municipal clients. It connects a diverse client base to local markets and the organization’s extensive global network. The Group’s operating companies in the Americas include Sumitomo Mitsui Banking Corp. (SMBC), SMBC Nikko Securities America, Inc., SMBC Capital Markets, Inc., SMBC MANUBANK, JRI America, Inc., SMBC Leasing and Finance, Inc., Banco Sumitomo Mitsui Brasileiro S.A., and Sumitomo Mitsui Finance and Leasing Co., Ltd.

The anticipated salary range for this role is between $50,000.00 and $60,000.00. The specific salary offered to an applicant will be based on their individual qualifications, experiences, and an analysis of the current compensation paid in their geography and the market for similar roles at the time of hire. The role may also be eligible for an annual discretionary incentive award. In addition to cash compensation, SMBC offers a competitive portfolio of benefits to its employees.

Role Description

Our SMBC Transactional Banking Department (TRBD) is looking for a Client Service Representative who will be responsible for addressing customer inquiries on cash management products or related banking services (by email or phone).

Role Objectives

Explain how to use internet banking and related service to wholesale customer.

Receive inquiries from customer via email and phone.

Answer and address customer inquiries related to our cash management products.

Create contract for our products implementation/amendment.

Log customer data and inquiry information into proprietary system.

Role Objectives Cont.

Work with our partner bank to provide set up service support and troubleshooting issues.

Manage customer entries into our billing database for the purpose of generating invoices.

Keep close communication with the Senior Client Service Representatives on daily tasks and progress.

Collaborate with our back office operations, Deposit & Clearing, and Investigations departments for wire transfer issues and inquiries.

Work together and problem solve along with our product team to assist in resolving issues.

Develop good knowledge of bank cash management products to provide assistance, support and customer service to TRBD sales team and corporate banking relationship managers.

Develop strong knowledge of internal policies and procedures in order to effectively execute processes.

Role Objectives: Expertise

Develop a strong understanding of the Transaction Banking sector, including internal and competitor offerings, to provide subject matter expertise and identify new products and services to clients that can potentially meet their needs. Demonstrate a working understanding of the firm’s risk framework to identify and mitigate unwanted exposures, watching for when processes need to be adapted as needed by changes in regulation or risk appetite. Use solid verbal and written communication skills to interface with clients, keeping messaging clear and concise. Display functional project management skills to facilitate coordination between multiple parties to execute on transactions and track completion of key work-items.

Qualifications and Skills

Work Experience: More than 2 years of comparable or relevant customer service experience, preferably in banking/financial services industry.

Education: BA/BS Degree preferred.

Business English language skills a must, and business Japanese language skills preferred.

Advanced skill for DX tool like Power BI, Tableau, PDF editable documentation preferred

Ability to use time efficiently and effectively and remain customer service oriented while handling large volumes of customer inquiries.

Ability to effectively multi-task a broad range of activities, tasks, and outcomes. Proactively follow-up on open items and work that needs to be advanced forward.

Ability to clearly communicate verbally and in writing across various communication settings and styles.

Builds constructive and effective relationships with internal and external parties, using diplomacy, respect, and tact.

Ability to anticipate customer’s needs.

Ability to quickly learn internal policies and procedures, think independently and suggest solutions.

Hybrid working: Recommend working in the office twice a week.

Additional Requirements

D&I Commitment

Responsible for fostering a culture of diversity and inclusion, holding leaders accountable for creating an inclusive environment through awareness and practice of equity in recruiting, developing, and promoting diverse talent.

SMBC’s employees participate in a Hybrid workforce model that provides employees with an opportunity to work from home, as well as, from an SMBC office. SMBC requires that employees live within a reasonable commuting distance of their office location. Prospective candidates will learn more about their specific hybrid work schedule during their interview process. Hybrid work may not be permitted for certain roles, including, for example, certain FINRA-registered roles for which in-office attendance for the entire workweek is required.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law. SMBC provides reasonable accommodations for employees and applicants with disabilities consistent with applicable law. If you need a reasonable accommodation during the application process, please let us know at accommodations@smbcgroup.com.