Senior Customer Service Analyst (Investment Platform, Client Enquiries, Financial Services) #HDC1

A leading investment platform provider is looking for a Senior Customer Service Analyst to deliver experienced frontline support to direct clients and financial advisers. You will resolve complex enquiries, own service recovery cases and help the team improve the service experience.

What You'll Be Doing

• Handle phone, email and face-to-face enquiries on account opening, servicing, transactions and platform issues
• Deliver prompt, accurate and customer-centric advice aiming for first-contact resolution
• Own and follow through complex enquiries, complaints and service recovery cases until closure
• Coordinate with relevant departments to resolve pending service matters
• Make follow-up calls or emails on account applications, transfer requests and third-party payments
• Perform call verification for client detail updates, form amendments and password resets according to approved SOPs
• Man the service hotline, email channels and service counter during office hours
• Support extended or staggered service coverage when business needs require
• Analyse enquiry volumes and recurring issues and suggest service improvements
• Contribute to system migration and process improvement projects

What You'll Bring

• Diploma or Degree in Business, Finance or a related discipline and above
• Experience in customer service within financial services, wealth or investment platforms
• Strong problem-solving skills for complex enquiries and complaints
• Excellent verbal and written communication skills
• Good knowledge of controls, SOPs and call verification practices
• Comfortable analysing enquiry trends using Microsoft Excel
• Flexible with staggered working hours during busy periods
• Calm, patient and service-oriented under pressure

What's In It For You

• Standard office hours with occasional staggered timings
• Performance bonus
• Exposure to a leading investment platform and system migration project

Interested? Click Apply or send your updated CV to [email protected]

Leon Leong De Cong
R1551708
Recruit Express Pte Ltd
EA License No. 99C4599