Job Description

Do you want your voice heard and your actions to count?

Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), one of the world’s leading financial groups. Across the globe, we’re 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’s 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.

EDUCATION
• Degree in communications, business administration, other relevant field, or equivalent work experience equally preferable
CERTIFICATION
WORK EXPERIENCE
• Experience in client service, receptionist, helpdesk coordination, preferably in a financial services or other highly regulated industry
• Proficient with Microsoft Office products
FUNCTIONAL SKILLS
Ability to:
• provide exceptional client service
• respond to inquiries and requests (telephone, email, etc.)
• manage multiple priorities
• build relationships and partner across the organization
• accurately capture and maintain data throughout the client contact lifecycle, and in support of client initiatives and programs
• make use of outstanding verbal and written communication skills
• prioritize and organize work and outcomes
• maximize use of calendar/scheduling tools
• understand, and become proficient in, financial products and services
Willingness to:
- become very proficient with the contact center services processes, equipment, technology platforms, and tools (Avaya, Cisco, Saleforce)
- become very proficient with Microsoft business software including Excel, PowerPoint, Word, and Microsoft Explorer
- excel in client service skills, including a client first approach and mindset
FOUNDATIONAL SKILLS
• Communicates effectively
• Is detail-oriented and focused
• Learns while doing
• Develops analytical, critical thinking, and decision-making skills
• Exercises sound judgement and strives for continuous improvement
• Demonstrates optimism, resilience, flexibility, and openness to others' ideas
• Follows curiosity
• Actively listens and asks thoughtful questions
• Leverages available technology to achieve efficiency and results
• Engages inclusively and with intent
• Always acts with integrity
• Possesses a strong sense of urgency and client service
RESPONSIBILITIES
• Supports contact center services processes and programs
• Administers contact center processes
• Answers calls and inquiries as assigned
• Develops an expertise knowledge of contact center services equipment, technology platforms, and tools (Avaya, Cisco, Saleforce)
• Supports and manages workflows and contact center cycles through use of the relevant systems ensuring all steps are followed, accurately documented, and compliant with policies and procedures
• Supports tracking and documentation of client service metrics and key points of interest; such as volume, average handling time, inquiry types, forecasts, and projections
• Ensures clients and stakeholders have accurate and timely information throughout the contact process
• Provides excellent client service and consistently seeks to improve service delivery
• Consistent with guidelines and in collaboration with team, processes appropriate data for next steps in process
• Ensures system of record is consistently and effectively used for accurate and concise contact center reports
• May assist in the coordination of targeted client programs
• Acts in accordance with relevant compliance guidelines, processes and procedures, folllowing standards, principles, and practices
• Assists with distribution of contact center risk & control reports on a daily/weekly/monthly basis
• Supports ad-hoc projects as needed
• Follows relevant standards, guidelines, principles, and practices
• Follows escalation reporting practices

Mitsubishi UFJ Financial Group (MUFG) is an equal opportunity employer. We view our employees as our key assets as they are fundamental to our long-term growth and success. MUFG is committed to hiring based on merit and organsational fit, regardless of race, religion or gender.