Customer Service Officer

KGI Singapore; Singapore; On-site; SGD 40,000 - 70,000; Full time

Job summary

KGI Singapore is seeking a Customer Service Officer to be the primary contact for retail and institutional trading clients. You will provide seamless operational support, handle inquiries across phone, email, and live chat, assist with account onboarding and KYC/AML checks, and resolve trading-related issues promptly.

The role emphasizes leveraging AI tools to draft responses, summarize cases, and automate repetitive tasks to improve efficiency in a fast-paced compliance-driven environment.

Qualifications

• Strong communication skills and professional phone manners.
• Willingness to obtain relevant licenses (e.g., CMFAS) within probation period if not held.
• Familiarity with金融 markets and clearance/settlement cycles is a plus.

Responsibilities

• Provide high-quality client support on inquiries about accounts, trading platforms, and fees.
• Assist with account opening, KYC/AML checks, and maintenance tasks.
• Support trade execution activities and resolve issues across multi-channel communications.
• Coordinate with clearing, IT, and settlement teams to escalate complex issues.
• Use AI tools to draft responses and streamline workflows while complying with regulations.

Skills

Verbal and written communication

Time management

Bilingual English/Mandarin

Adaptability to digital tools

Analytical problem-solving

Education

Diploma or Bachelor’s in Finance/ Banking/ Business

Tools

Trading platforms

CRM systems

AI tools (ChatGPT Copilot Claude)

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. We are looking for a digitally savvy individual who is comfortable leveraging AI tools to work smarter, faster, and more accurately in a modern client service environment.

Client Support & Relationship Management:

• 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.

Account Administration & Onboarding:

• 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.

Trade Execution & Operational Support:

• Provide support on trading software, mobile apps, and online portals (troubleshooting login issues, market data feeds, and order placement procedures).
• 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.
• 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 regulations

AI-Driven Productivity

• Actively use AI tools (e.g. ChatGPT, Copilot, Claude) to draft client responses, summarize cases, and streamline day-to-day workflows.
• Apply AI and automation (e.g. VBA, workflow bots) to reduce manual, repetitive tasks and improve turnaround time.
• Stay current with new AI tools and proactively suggest ways to apply them to improve team efficiency.

Key Qualifications & Skills:

Education & Certifications

• Diploma or Bachelor’s degree in Finance, Banking, Business, or a related field.
• Relevant industry certifications or licensing (e.g., CMFAS Modules 2A, 1A, 5, 6, 6A) are advantageous. Candidates who do not currently possess the required licenses should be willing to obtain them within the probation period, where applicable.

Experience & Knowledge:

• Fresh graduates and candidates with relevant experience are welcome to apply.
• Experience in customer service or front-office operations within a stock brokerage, financial institution, fintech firm, or similar environment would be advantageous.
• Basic understanding of financial markets, equities, bonds, ETFs, options, and clearing/settlement cycles.

Technical & Soft Skills:

• Strong verbal and written communication skills with professional telephone manners.
• Comfortable adapting quickly to new digital tools, platforms, and ways of working.
• Strong analytical problem-solving and time management skills.
• Familiarity with productivity, automation and AI-assisted tools is advantageous (e.g., ChatGPT, Copilot, Claude).
• Ability to communicate effectively in both English and Mandarin (spoken and written) is required to support business communications and serve Mandarin-speaking clients and stakeholders.