Job Description

Why this role matters

A member of the specialized client-facing department focused on delivering exceptional customer service to high value client segments, ensuring they receive prompt, efficient and effective support, as well as retention of high value clients through a value-driven relationship-based approach. As a key front-line function within the company's growth strategy, Client Relationship Specialist supports mass-retail customers by achieving desired outcomes by providing support and guidance on the client user journey.

The role is based in ouroffice in Malaysia. In case of relocation, we offer full relocation support for you and your family to make your move smooth and worry-free.

What you'll actually do:

Client Relationship Management

• Act as the dedicated relationship specialist for a number of key clients portfolio assigned, delivering the personalized account servicing to foster trust and long-term relationships.
• Communicate with clients via inbound chats, calls, outbound calls, callback requests, and face-to-face interactions, ensuring the highest standards of communication are consistently met.
• Proactively address client needs, ensuring timely and effective solutions are provided to enhance the client experience.
• Handle complex and high-priority client issues and escalations with professionalism and urgency.
• Own the resolution and satisfactory outcome of clients issues end to end
• Collaborate with cross-functional teams to deliver tailored solutions that meet client expectations and uphold service standards.
• Conduct quarterly in-person meetings with clients to strengthen relationships and foster a sense of exclusivity and trust.
• Keep Clients informed of our company products, features and relevant compliance updates
• Analyze clients' portfolios and proactively reach out to those who have ceased trading activity to identify their concerns, offer tailored solutions, and ensure client retention and satisfaction.
• Do travel in-country for business face to face meeting with clients as mandatory and other offline activities required by Commercial Directors /Regional Directors as required to build trust, develop the relationship further or resolve outstanding KYC/SOF//AML related needs.

Customer Services

• Provide high quality service to your dedicated top key value clients portfolio assigned and also exceptional services to a number of non-dedicated Clients ensuring queries and concerns are addressed efficiently and effectively.
• Facilitate smooth client interactions across multiple communication channels while maintaining a customer-centric approach.
• Communicate with clients via inbound chats, calls, outbound calls, callback requests, and face-to-face interactions, ensuring consistently high standards of communication and services

Protection and Compliance

• Support compliance efforts by ensuring the collection of Source of Funds (SoF) documents and adherence to KYC requirements.
• Maintain a thorough understanding of regulatory standards and ensure all interactions are compliant with company policies.
• Identify and escalate potential compliance risks, ensuring a proactive approach to risk management.

Knowledge and Skills Development

• Maintain expert knowledge of the company’s products, services, and industry trends to provide value-driven solutions to clients.
• Stay updated on market developments, compliance requirements, and best practices to ensure professional growth and adaptability.

What makes you a great fit:

• Experience in client relationships or any relevant client facing roles within the financial services industry.
• Strong problem-solving skills and the ability to handle high-pressure situations.
• Excellent communication both verbal and written in native language (Hindi) and English
• Excellent presentation skills in both native language (Hindi) and English.
• Excellent convincing and influencing skills.
• Persistence, critical thinking and analytical skills.
• Experience working with Salesforce, Tableau and other reporting tools.
• Graduating with a Bachelor degree is compulsory.
• Ability to work in a fast-paced environment, high pressure, multi-task with attention to detail and meet deadlines
• Able to work in a team and individually when need be
• Willingness to travel for Business Trips.
• Investment license/financial certifications highly regarded.

What we offer along the way:

• Competitive and attractive compensation
• Extensive learning opportunities, such as professional training and certifications, soft skills development, free English courses.
• Health and life insurance for employees, spouses, and children, including vaccinations, tests, mental health care, and coverage for vision and dental care
• Generous time off, including 21 days of annual leave and paid sick leave
• Education allowance for your children’s school and kindergarten fees
• Allowance for sports club memberships or other physical exercise activities
• Meal and transportation allowance
• A parking space near the office

What your journey looks like

1. Intro call with Recruiter (30 minutes)
2. Technical Assessment
3. Final Interview (60 minutes)

Please use your exness work email for internal applications and ensure to disclose any existing Conflict of Interest you may have.