Customer Service Officer

Job Summary:

The Customer Service Officer serves as the primary touchpoint for retail and institutional trading clients. This role is responsible for providing seamless operational support, handling client inquiries across multi-channel platforms (phone, email, live chat), assisting with account lifecycle management, and resolving trading-related issues in a fast-paced environment while adhering to regulatory and compliance standards.

Key Responsibilities：

Account Onboarding & Administration:

• Assist prospective and existing clients with account opening procedures, documentation verification, and account maintenance (e.g., address updates, bank account linkages).
• Perform Know Your Customer (KYC) and Anti-Money Laundering (AML) preliminary checks, ensuring compliance with local securities regulations and internal policies.

Client Support & Communication:

• Deliver high-quality, professional support to clients regarding account inquiries, trading platform navigation, market access, and fee structures.
• Resolve client issues, complaints, and operational trade inquiries promptly and accurately, escalating complex issues to the relevant clearing, IT, or settlement teams.
• Investigate and resolve complaints (e.g., trade errors, statement inaccuracies) promptly.
• Escalate high-risk issues to relevant departments (e.g., Legal, Compliance).
• Ensure all interactions comply with internal policies and regulation
• Assist eligible clients with corporate actions, dividend queries, rights issues, and positions transfer requests.
• Handle funding, withdrawal, and deposit-related inquiries, ensuring accurate reconciliation with settlement departments.

Key Qualifications & Skills:

• Bachelor’s degree in Finance, Banking, Business, or a related field.
• Relevant licensing/certifications (e.g., CMFAS Modules 2A, 1A, 5, 6, 6A) are highly preferred or required within the probation period.
• 1–3 years of customer service or front-office operational experience within a stock brokerage, financial institution, or fintech firm.
• Basic understanding of financial markets, equities, bonds, ETFs, options, and clearing/settlement cycles.
• Strong verbal and written communication skills with professional telephone manner.
• Strong analytical problem-solving and time management skills.
• Experience using AI productivity tools and automation solutions for workflow optimization would be an advantage.
• Proficient in English and Chinese, as the role requires regular communication with Chinese-speaking clients and stakeholders.
• Fresh graduates are welcome to apply