Client Service Officer

BC Invest; Kuala Lumpur; On-site; MYR 40,000 - 60,000; Full time

Job summary

A financial services company in Kuala Lumpur seeks a Client Services Specialist to manage customer interactions and enhance the customer experience. The ideal candidate must possess strong Mandarin and English communication skills and at least 2 years of experience in client services, preferably in the mortgage industry. The role requires self-motivation, attention to detail, and the ability to work under pressure.

Qualifications

• At least 2 years’ experience in Client Services.
• Experience in the mortgage industry strongly preferred.
• Ability to meet targets and deadlines on a daily basis.

Responsibilities

• Act as the first point of contact for all customer interactions.
• Contribute to improving the customer experience.
• Respond promptly to customer inquiries.

Skills

Effective Mandarin communication skills

Effective English communication skills

Negotiation skills

Critical listening skills

Ability to work unsupervised

Self-motivation

Attention to detail

Job description

About BC Invest

BC Invest is the mortgage arm of the Navalo Financial Services Group. Navalo is wholly owned by Metrics Credit Partners (Metrics).

Metrics is one of Australia’s fastest growing and most diversified financial services groups. With over A$30 billion in assets under management, Metrics is a recognised leader in Australia’s finance and private markets sector.

BC Invest specialises in domestic mortgages to Australian resident borrowers for properties in Australia and in non-resident mortgages for properties in Australia and the United Kingdom. The Company has successfully issued twelve residential mortgage-backed securities (RMBS) programs in the Australian bond market since 2020.

Since its incorporation in 2015, BC Invest has grown to around 176 staff in 6 offices operating across Australia, Hong Kong SAR, the UK, Malaysia and the Philippines, making BC Invest an exciting place to grow your career.

The Role

To support all activities of the Customer Care Centre (CCC), to drive BC’s commitment to delivering best in industry service and strengthen customer relationships.

The Client Services Specialist will be the initial point of contact for all customer interactions and act as the face of BC. They will work closely with Management to drive and monitor customer satisfaction levels and continuous improvement opportunities within the CCC.

The scope of this role also includes provision of support services to business operations across the Group’s global entities.

The day-to-day activities

The candidate is expected to:

• Meet required service levels and standards
• Work with colleagues and stakeholders to ensure processes are applied from the customers’ perspective
• To assist the Customer Care Senior Team Leader in achieving the goals of the Customer Care Centre
• Contribute to improving the customer experience
• Fully commit to the vision and values of the Customer Care Centre
• Identify opportunities to improve on overall customer experience and service levels to meet the needs of our customers
• Ensure a superior level of customer experience
• Identify and escalation issues
• Carry out activities for and on behalf of the Group’s global entities

Customer Service

• Act as the first point of contact for all customer interactions through various channels
• Provision of exemplary levels of service to both internal and external customers
• Ongoing strong communication and turnaround times with business processing
• Responding promptly to customer inquiries
• Acknowledging and resolving customer complaints
• Keeping records of customer interactions, transactions, comments, and complaints
• Assist with all aspects of Customer Care business

Ideally, we are looking for someone with

• Effective Mandarin and English communication skills – both written and oral. We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients.
• At least 2 years’ of experience in Client Services
• Experience in mortgage industry strongly preferred, considerable financial services experience shall also be considered
• Well-developed negotiation, critical listening, and influencing skills
• Ability to work unsupervised, self-motivated and self-sufficient
• Must be confident in dealing with customers
• Able to meet targets and deadlines on a daily basis
• Ability to learn quickly, adapt to change and willingness to work under pressure
• Can Do’ Attitude!
• Excellent attention to detail

Other Responsibilities

Undertake any other responsibilities consistent with skills, qualifications and experience, as may be required from time to time.

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