Client Service Officer

Client Service Officer

We're looking for a proactive Client Service Officer to support both domestic and international custody clients on a contract basis. This role is central to ensuring smooth day-to-day operations across trade support, settlements, and corporate actions, while maintaining high service standards and acting as a key escalation point.

Key Responsibilities:

• Respond to client inquiries via phone, email, and other channels, ensuring SLA targets are met.
• Oversee query flow for international markets, particularly through the Kuala Lumpur servicing hub.
• Collaborate with the domestic service team to manage local client needs.
• Maintain compliance with global standards for query tracking and resolution.
• Build strong relationships with global operations teams, especially KL GC.
• Provide Level 1 support for Velocity platform users.
• Coordinate daily client credit requirements with account management, risk, and credit teams.
• Monitor settlement systems and escalate issues to prevent client impact.
• Track and calculate client stock positions as needed.
• Prepare regular client service reports for internal and client-facing meetings.
• Maintain accurate records of client signatories, standing instructions, and service standards.
• Support new client onboarding in partnership with the Implementations Team.
• Identify and communicate cross-selling opportunities to Account Managers.
• Conduct client service calls and distribute detailed call reports.
• Participate in system testing and contribute to process improvement initiatives.
• Escalate client issues to senior stakeholders when necessary.
• Assist in preparing and distributing management information reports (MIS).
• Manage incoming manual instructions and ensure proper distribution.
• Keep procedures and documentation up to date and aligned with custody processes.
• Collaborate with internal teams to stay ahead of evolving client needs.
• Act as a first point of contact for client complaints and escalations.
• Lead or support projects focused on process efficiency and client experience.

Experience

• Minimum 5 years in operations or client service within custody or broking environments.
• Strong understanding of international markets and custody products (Equities, Fixed Income, FX, Asset Servicing, Cash).
• Familiarity with SWIFT messaging and corporate action events.
• Proven ability to manage complex client queries and deliver proactive service.
• Experience with back-office processes and SLA-driven environments.
• Tertiary qualifications in finance, commerce, or business (preferred but not essential).
• Strong communication skills and ability to simplify complex concepts.
• Knowledge of client onboarding and implementation processes.