Customer Service Officer, CM at Careers @ MUFG Pension & Market Services

Parramatta, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

03 Sep, 26

Salary

0.0

Posted On

05 Jun, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Verbal Communication, Written Communication, Problem Solving, MS Office, Technical Support, Conflict Resolution, Attention To Detail, Financial Services Knowledge, Empathy, Resilience, Time Management

Industry

Financial Services

Description

Overview As a Customer Service Officer (CSO) you will be the first point of contact (investors, employees and a range of professionals in the finance industry) via phone (inbound/outbound) for a range of enquiries regarding shares, investments and website support. Your key purpose will be meeting or exceeding their expectations with accurate and appropriate responses. Both Full Time Permanent and Fixed Term Contracts will be offered. Key Accountabilities and main responsibilities Strategic Focus * Delivering an outstanding experience though excellent customer service on inbound and outbound calls * The provision efficient and effective query resolution by anticipating customer needs and taking ownership for first call resolution Operational Management * Investigation and ownership of complex investor queries * Demonstrating subject matter expertise on clients/processes/procedure * Achievement of all Key Performance Indicators (KPIs) * Demonstrating adaptability and teamwork to alter shifts to meet operational demands (if required) * Displaying a proactive approach to independent learning * Actively contributing towards continuous process improvement People Leadership * Positive participation in the team and team meetings to discuss and share ideas and celebrate achievement of team goals * Working with your leaders to improve your personal capability, and increase skills via delegated responsibilities/projects * Supporting your leaders and colleagues in delivering results, and working closely with your immediate team within the Contact Centre and the broader MUFG MPMS Governance & Risk * Demonstrating willingness to increase your knowledge of the Finance sector * Demonstrating drive and motivation by keeping abreast of current industry related information and changes * Living the MUFG Corporate Markets Core Values; Together We Achieve, Adapt and Evolve and Client Focussed * Adhering to all legislative requirements required for the role * Complying with MUFG Pension & Market Services privacy policy and procedures The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs. Experience & Personal Attributes * Strong customer service skills * Excellent written and verbal communication skills, and a pleasant phone manner * Strong ability to interpret complex subject matter and to translate information to the end user * Established history of consistently delivering results and achieving set targets * Proven track record of reliability and punctuality in a structured environment * Proven ability to solve complex problems and deliver innovative solutions * Demonstrated ability to display empathy and resilience when handling difficult or sensitive calls * Ability to work under pressure and maintain set target levels * Openness to feedback and willingness to develop professionally * Proven ability to solve complex problems and deliver innovative solutions * Previous experience in working in a collaborative and professional team environment * Intermediate computer literacy and keyboard skills (MS Office suite) and excellent attention to detail and accuracy * Ability to work across digital media platforms and provide front line technical support * A desire to work in, and develop a career within the finance and registry industry Desirable * Experience in Customer Service or Financial Services Note we are looking to offer a number of Full Time Permanent and Fixed Term Contracts. MUFG Pension & Market Services is a global, digitally enabled business that empowers a brighter future by connecting millions of people with their assets – safely, securely and responsibly. Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services, purpose-built solutions and modern technology platforms that deliver world class outcomes and experiences. A member of MUFG, a global financial group, we help manage regulatory complexity, improve data management and connect people with their assets, through exceptional user experience that leverages the expertise of our people combined with scalable technology, digital connectivity and data insights. Our MUFG Corporate Markets division provides clients with a comprehensive corporate market offering that connects issuers to their stakeholders. Our uniquely integrated range of corporate markets capabilities includes shareholder management and analytics, stakeholder engagement, share and unit registry, employee share plans, and digital and print communications. We also offer company secretarial support, as well as various specialist offerings such as insolvency solutions. We operate in twelve countries throughout Australasia, Asia, Africa, the Middle East, United Kingdom and Europe. Our teams combine a wealth of industry experience with a rigorous focus on client management to deliver a premium service underpinned by market leading digital technology provided by our Technology division. MUFG Pension & Market Services is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values. We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of the MUFG Pension & Market Services journey and together we will achieve our full potential. We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities. Candidates must have the relevant work rights to be considered for an opportunity at MUFG Pension & Market Services. Successful applicants will be required to complete background screening prior to commencement of employment.

Responsibilities

Act as the first point of contact for investors and professionals via inbound and outbound calls regarding shares and investments. Resolve complex queries and provide website support while meeting established KPIs and operational demands.