Senior Analyst, Client Support
S27A · Tokyo, Japan, JP
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- Location
- Tokyo, Japan, JP
- Posted
- Focused on assessing incoming client inquiries via phone, email, and web portal, offering specialized knowledge and guidance to clients.
- Serve as the initial point of contact for critical issues.
- Coordinate necessary actions with various teams, including Product, Technology, Project and Release Management, Risk Management, Legal and Compliance, Onboarding, and the User Acceptance Testing team.
- Manage incoming client calls and queries through the web portal and emails, providing solutions or setting expectations for follow-up during initial interactions.
- Responsible for evaluating, monitoring, and communicating updates and resolutions to clients promptly and in accordance with query management standards.
- Prioritize and adhere to partner concern procedures for critical service disruptions, maintaining precise case management information and categorization.
- Proactively monitor and respond to clients promptly by coordinating and collaborating with internal teams such as Product Management, Relationship Management, Technology, Application Development, and Business Management.
- Coordinate and disseminate client notifications, with necessary business and management approval, to inform about system downtimes, service disruptions, or proactive client outreach.
- Actively participate in team meetings, suggesting process improvements to enhance organizational efficiency and client experience. Identify training requirements and facilitate training sessions.
- Maintain a strong focus on fulfilling client needs and requests, responding to inquiries promptly and accurately in accordance with departmental benchmarks and metrics, and addressing or escalating issues swiftly.
- Actively participate in Major Incident Management, representing the Client Service team, identifying client impact issues and providing resolutions or recommendations.
- Lead project implementation and support internal functional testing for new releases affecting clients.
- Adhere to Client Support procedures, identifying and addressing process and procedural gaps as necessary.
- Integrate risk and control processes into daily responsibilities to monitor and mitigate risks, escalating issues as appropriate.
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