Job Description

As a Customer Service Officer (CSO) you will be the first point of contact (members and employers) via telephone (inbound/outbound), and email for a range of pension schemes/ administration enquiries.
Your key purpose will be meeting / exceeding their expectations for Customer Service with accurate, appropriate and timely responses, while maintaining MUFG standards.

Key Accountabilities and main responsibilities

• Delivering an outstanding member experience though excellent customer service on inbound and outbound calls
• To provision efficient and effective query resolution by anticipating member needs and taking ownership for first call resolution
• Demonstrating subject matter expertise on pensions schemes/processes/procedure
• Achievement of all Key Performance Indicators (KPIs)
• Demonstrating adaptability and teamwork to alter shifts to meet operational demands (when required)
• 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 Member Services and the broader MUFG Group
• Demonstrating willingness to increase your pension knowledge, including additional funds and administration functions
• Demonstrating drive and motivation by keeping abreast of current industry related information and changes
• Displaying a proactive approach to independent learning
• Actively contributing towards continuous process improvement
• Living the MUFG Group Core Values; Teamwork, Professionalism, Commitment, integrity, respect
• Adhering to all legislative requirements required for the role
• Complying with MUFG Group’s Privacy policy and procedures

Experience & Personal Attributes

• A minimum of 1 year of experience in customer service industry, call centre experience would be an advantage
• Knowledge and experience in Pensions operations (ORSO/ MPF) is preferred
• Higher diploma or above in any disciplines
• Strong customer service skills with a member experience focus
• Good written and verbal communication skills in English, Cantonese and Mandarin, and a pleasant phone manner
• Ability to understand clients’ needs and demands, and interrupt them into actions, being a proactive listener to all clients
• Proven track record of reliability and punctuality in a structured environment
• 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
• 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 pensions industry

*Please note, work visa sponsorship will not be provided

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.