Client Support and Sales - Singapore

Saxo Bank; Singapore; On-site; SGD 39,000 - 56,000; Full time

Job summary

Saxo Bank in Singapore is seeking a Client Services professional to be the first point of contact for retail and institutional clients, handling inbound/outbound calls, chats and CRM cases. You will support trading, funding, transfers and account access, while presenting product benefits and guiding clients through the digital journey.

The role requires a diploma and 1–2 years in financial services customer service, with fluency in English and Mandarin, sharp attention to detail, and the ability

Qualifications

• Minimum Diploma holder with 1–2 years in customer service, preferably in Financial Services.
• Knowledge of Capital Markets products is a plus.
• Strong spoken/written English and Mandarin communication.
• Passion for delivering excellent customer service and comfortable with outbound calls.
• Ability to own tasks, stay organized and meet deadlines in a dynamic setting.
• Ability to work in a team and follow compliance guidelines.

Responsibilities

• Onboard and provide excellent service to all clients via inbound/outbound calls, chats and CRM cases.
• Make cold calls to expand client base and assist new clients with funding/trading.
• Handle queries on trading platforms, funding, transfers, reporting, and access admin.
• Provide platform support during errors or incidents and gather feedback.
• Promote product benefits and run client-facing campaigns as needed.
• Follow strategy for case management and FIFO prioritization; manage access updates.
• Represent the team at events, seminars, and roadshows when required.

Skills

Customer service

Bilingual English/Mandarin

Communication skills

Attention to detail

Time management

Team player

Education

Diploma

Tools

CRM system

Trading platforms

Job description

About Saxo

Founded in 1992, Saxo is a global investment bank, headquartered in Copenhagen. We offer fully digitised solutions for self-trading and advisory clients, along with discretionary wealth management capabilities for fund managers and asset managers and are at the forefront of innovation. Saxo enables individual and institutional clients to trade more than 40,000 instruments globally from one single margin account and provides institutional clients such as banks and fintech with Open Banking solutions from multi-asset execution, prime brokerage services to trading technologies.

Saxo‘s multi-asset platform provides access to trade across FX, FX Options, Futures, Stock Options, Stocks, Bonds, CFD’s, Indices, with one single account. Our clients include Banks & Brokers, Fund Managers, Private Banks, Corporates, Investment Managers and Family Offices, HNW and retail clients.

Our headquarters is located in Copenhagen, and we have offices in Singapore, London, Tokyo, Zurich, Dubai, Milan, Paris and Amsterdam

About the role

Client and Partner Service is a client-facing team anchored in Group Commercial, the department responsible for the entire client experience, encompassing all client-facing touchpointsacross channels, platforms and client segments.

We serviceall client types from direct retail to institutional.We are thefirst point of contact for most clients, assisting clients with a broad array of queries from trading to funding-related questions. We also supportand collaborate with many teams throughout the organisation including Global Command Centre (GCC), Global Sales Trading (GST), Electronic Trading, Legal, Compliance, and all Operations teams.

Client Services is one team spread overlocations in Denmark,India, Netherlands, and Singapore, covering24/5.5 hrs in 15 languages. We interact with clientsviaphone, platform chat,andsupport tickets. This role will be based in Singapore, working closely with the global service team.

Responsibilities:

• Responsible for onboarding and providing excellent customer service to all clients through Inbound and Outbound Calls, Chats and CRM cases.
• Make cold calls to potential clients to expand client base and assist new clients with first funding and trade.
• Service all client queries which includes but not limited to trading platform and product, funding, transfer, reporting, technical support and access administration
• Platform support during errors or incident
• Gather client feedback as the voice of customer to improve the digital client journey on the website and help portal
• Share product benefits and value-add campaigns to client
• Work by strategy for case management prioritized by client segmentation then FIFO for all work, unless specified differently
• Manage access administration, account updates and amendments
• Participate in internal and external events such as client events, seminars, expos and roadshows

Service Level Mandate:

• Know and understand our customer needs.
• Participate in global training programs, gain awareness and knowledge on new innovation and existing products
• Use of all trading platforms and client tools proficiently.
• Understand and apply the tiered service level to all client queries regardless of inception.
• Understand the client life cycle stages in CRM and related processes.
• Fully competent in CRM usage and queue management, according to Team guidelines and SLAs whilst maintaining ownership of escalated issues.
• Work according to compliance rules, regulations and understanding of risk management.
• Work according to compliance rules, regulations and understanding of risk management.
• Actively take part in and act as driver in Lean process and meetings

Requirements

• Minimum Diploma holder, at least 1 – 2 years customer service experience preferably within Financial Services industry. Some knowledge of various Capital Markets products will have an added advantage
• Possess good spoken and written communication skills in English and Mandarin to handle Chinese clients.
• Passion for providing excellent Customer Service and comfortable in making outgoing cold calls to leads
• Ability to take ownership of set tasks & targets
• Strong organizational with great attention to detail
• Capable of multitasking, prioritise and meet deadlines in a dynamic environment
• Able to work as part of a team and independently when necessary
• Ability to follow clear guidelines and to ensure adherence to all compliance policies and procedures
• Possess good spoken and written communication skills in English.
• Able to work on scheduled shifts from 6am to 6pm, and overtime if necessary.

We offer an attractive salary and benefits package and the opportunity to be a part of a dynamic and passionate team.

Information provided by applicants will be treated in strict confidence and will only be used for recruitment purposes.

We get curious people invested in the world

When you work at Saxo, you become a Saxonian and part of a purpose-driven organisation, where good ideas are always taken seriously, and where you can make a true impact. We are invested in your development, and you can expect a robust career from day one when you join Saxo – no matter which role you take on.

You will join 2,500 other ambitious colleagues across 11 countries and become part of an international organisation. Working in Saxo, you will get to meet colleagues from many different cultures and backgrounds, and you should know that we value diversity and inclusion and see it as a genuine source of strength to drive growth, foster innovation and position us for long-term success.

We encourage an open feedback culture and supportive team environments enabling employees to grow and fulfil their career aspirations.

When you bring passion, curiosity, drive and team spirit, your learning journey will be dynamic and your career opportunities in Saxo will be immense.

At Saxo we don’t just offer a job – we offer an opportunity to invest in your future!