Customer Service Officer

KGI Singapore; Singapore; On-site; SGD 42,000 - 66,000; Full time

Job summary

KGI Singapore is seeking a Customer Service Officer to be the primary touchpoint for retail and institutional trading clients. You will provide seamless operational support across phone, email, and live chat, while assisting with account onboarding and documentation.

You will perform KYC/AML preliminary checks, handle inquiries, resolve trading-related issues, and escalate complex items to the appropriate teams to ensure regulatory compliance. Bilingual English/Chinese communication is valued.

Qualifications

• Bachelor’s degree in Finance, Banking, Business, or a related field.
• Licensing/certifications (e.g., CMFAS Modules 2A, 1A, 5, 6, 6A) are highly preferred or required within probation.
• 1–3 years of customer service or front-office operational experience in brokerage/financial firm.
• Strong English and Chinese communication skills.

Responsibilities

• Provide multi-channel client support (phone, email, live chat).
• Assist with account opening, documentation, and maintenance (address updates, linked bank accounts).
• Perform KYC/AML preliminary checks to comply with regulations.
• Resolve client inquiries, trade issues, and complaints promptly; escalate as needed.
• Coordinate with Legal/Compliance for high-risk issues and with clearing/settlement teams.
• Support corporate actions, dividend queries, and position transfers.

Skills

Customer service

Front-office operations

English & Chinese

Regulatory & compliance awareness

Communication

Time management

Analytical thinking

AI productivity tools familiarity

Education

Bachelor’s degree in Finance/Banking/Business

Job description

The Customer Service Officer serves as the primary touchpoint for retail and institutional trading clients. This role is responsible for providing seamless operational support, handling client inquiries across multi-channel platforms (phone, email, live chat), assisting with account lifecycle management, and resolving trading-related issues in a fast-paced environment while adhering to regulatory and compliance standards.

Account Onboarding & Administration:

• Assist prospective and existing clients with account opening procedures, documentation verification, and account maintenance (e.g., address updates, bank account linkages).
• Perform Know Your Customer (KYC) and Anti-Money Laundering (AML) preliminary checks, ensuring compliance with local securities regulations and internal policies.

Client Support & Communication:

• Deliver high-quality, professional support to clients regarding account inquiries, trading platform navigation, market access, and fee structures.
• Resolve client issues, complaints, and operational trade inquiries promptly and accurately, escalating complex issues to the relevant clearing, IT, or settlement teams.
• Investigate and resolve complaints (e.g., trade errors, statement inaccuracies) promptly.
• Escalate high-risk issues to relevant departments (e.g., Legal, Compliance).
• Ensure all interactions comply with internal policies and regulation
• Assist eligible clients with corporate actions, dividend queries, rights issues, and positions transfer requests.
• Handle funding, withdrawal, and deposit-related inquiries, ensuring accurate reconciliation with settlement departments.

Key Qualifications & Skills:

• Bachelor’s degree in Finance, Banking, Business, or a related field.
• Relevant licensing/certifications (e.g., CMFAS Modules 2A, 1A, 5, 6, 6A) are highly preferred or required within the probation period.
• 1–3 years of customer service or front-office operational experience within a stock brokerage, financial institution, or fintech firm.
• Basic understanding of financial markets, equities, bonds, ETFs, options, and clearing/settlement cycles.
• Strong verbal and written communication skills with professional telephone manner.
• Strong analytical problem-solving and time management skills.
• Experience using AI productivity tools and automation solutions for workflow optimization would be an advantage.
• Proficient in English and Chinese, as the role requires regular communication with Chinese-speaking clients and stakeholders.