Customer Service Officer, CM

Description

Customer Service Officer

Contact Centre | MUFG Pension & Market Services | Full Time | Hybrid | Permanent and Fixed-Term Contract opportunities

About the role

Be the first point of contact for investors, employees and finance industry professionals. As a Customer Service Officer (CSO), you will handle inbound and outbound calls on a range of enquiries about shares, investments and website support. Your purpose is simple: meet or exceed expectations with accurate, appropriate and empathetic responses.

The details

• Start date: We are recruiting for an intake to join our business on Monday 18 January.
• Employment type: Full Time. Both permanent and fixed-term contract positions are on offer.
• Work arrangement: Hybrid. Successful candidates must have a suitable work-from-home set up.

What you will do Deliver an outstanding customer experience

• Provide excellent service on inbound and outbound calls
• Resolve queries efficiently and effectively by anticipating customer needs and owning first call resolution

Own the detail

• Investigate and take ownership of complex investor queries
• Build subject matter expertise on clients, processes and procedures
• Achieve all Key Performance Indicators (KPIs)
• Show adaptability and teamwork, adjusting shifts to meet operational demands if required
• Take a proactive approach to independent learning
• Contribute to continuous process improvement

Grow with a supportive team

• Participate positively in team meetings, sharing ideas and celebrating team goals
• Work with your leaders to build your capability and skills through delegated responsibilities and projects
• Support your leaders and colleagues, working closely with the Contact Centre team and the broader MUFG MPMS

Uphold governance and risk standards

• Build your knowledge of the finance sector and stay across industry news and changes
• Live the MUFG Corporate Markets Core Values: Together We Achieve, Adapt and Evolve, and Client Focussed
• Adhere to all legislative requirements for the role
• Comply with the MUFG Pension & Market Services privacy policy and procedures

This list is not exhaustive and may change from time to time based on business needs.

What you will bring

• Strong customer service skills, excellent written and verbal communication and a pleasant phone manner
• The ability to interpret complex subject matter and explain it clearly to the end user
• A history of delivering results and achieving set targets
• A proven record of reliability and punctuality in a structured environment
• Proven ability to solve complex problems and deliver innovative solutions
• Empathy and resilience when handling difficult or sensitive calls
• The ability to work under pressure and maintain target levels
• Openness to feedback and a willingness to develop professionally
• Experience working in a collaborative, professional team environment
• Intermediate computer literacy and keyboard skills (MS Office suite), with excellent attention to detail and accuracy
• The ability to work across digital media platforms and provide front line technical support
• A desire to build a career in the finance and registry industry
• A suitable work-from-home set up for our hybrid arrangement

Desirable

• Experience in Customer Service or Financial Services

Ready to apply?

If you are looking to start a career in finance and registry services, we would love to hear from you. Apply now to join our intake starting Monday 18 January.