Job Description

As a Customer Service Officer (CSO) you will be the first point of contact (investors, employees and a range of professionals in the finance industry) via phone (inbound/outbound) for a range of enquiries regarding shares, investments and website support.

Your key purpose will be meeting or exceeding their expectations with accurate and appropriate responses.

Key Accountabilities and main responsibilities

Strategic Focus

• Delivering an outstanding experience though excellent customer service on inbound and outbound calls
• The provision efficient and effective query resolution by anticipating customer needs and taking ownership for first call resolution

Operational Management

• Investigation and ownership of complex investor queries
• Demonstrating subject matter expertise on clients/processes/procedure
• Achievement of all Key Performance Indicators (KPIs)
• Demonstrating adaptability and teamwork to alter shifts to meet operational demands (if required)
• Displaying a proactive approach to independent learning
• Actively contributing towards continuous process improvement

People Leadership

• Positive participation in the team and team meetings to discuss and share ideas and celebrate achievement of team goals
• Working with your leaders to improve your personal capability, and increase skills via delegated responsibilities/projects
• Supporting your leaders and colleagues in delivering results, and working closely with your immediate team within the Contact Centre and the broader MUFG MPMS

Governance & Risk

• Demonstrating willingness to increase your knowledge of the Finance sector
• Demonstrating drive and motivation by keeping abreast of current industry related information and changes
• Living the MUFG Corporate Markets Core Values; Together We Achieve, Adapt and Evolve and Client Focussed
• Adhering to all legislative requirements required for the role
• Complying with MUFG Pension & Market Services privacy policy and procedures

The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.

Experience & Personal Attributes

• Strong customer service skills
• Excellent written and verbal communication skills, and a pleasant phone manner
• Strong ability to interpret complex subject matter and to translate information to the end user
• Established history of consistently delivering results and achieving set targets
• Proven track record of reliability and punctuality in a structured environment
• Proven ability to solve complex problems and deliver innovative solutions
• Demonstrated ability to display empathy and resilience when handling difficult or sensitive calls
• Ability to work under pressure and maintain set target levels
• Openness to feedback and willingness to develop professionally
• Proven ability to solve complex problems and deliver innovative solutions
• Previous experience in working in a collaborative and professional team environment
• Intermediate computer literacy and keyboard skills (MS Office suite) and excellent attention to detail and accuracy
• Ability to work across digital media platforms and provide front line technical support
• A desire to work in, and develop a career within the finance and registry industry

Desirable

• Experience in Customer Service or Financial Services

MUFG Pension & Market Services is a global, digitally enabled business that empowers a brighter future by connecting millions of people with their assets – safely, securely and responsibly.

Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services, purpose-built solutions and modern technology platforms that deliver world class outcomes and experiences.

A member of MUFG, a global financial group, we help manage regulatory complexity, improve data management and connect people with their assets, through exceptional user experience that leverages the expertise of our people combined with scalable technology, digital connectivity and data insights.