Customer Service Officer

KGI Singapore; Singapore; On-site; SGD 48,000 - 72,000; Full time

Job summary

KGI Singapore is seeking a Customer Service Officer to serve as the primary touchpoint for retail and institutional trading clients. You will provide operational support across phone, email, and live chat, assist with account lifecycles, and resolve trading issues in a fast-paced, compliant environment.

The role requires strong communication skills in English and Chinese, knowledge of financial markets, and the ability to work with diverse teams.

Qualifications

• Bachelor's degree in Finance, Banking, Business, or related field.
• CMFAS Modules 2A, 1A, 5, 6, 6A licensing preferred or required within probation.
• 1–3 years of customer service or front-office operational experience in finance/fintech.
• Basic understanding of financial markets, equities, bonds, ETFs, options, and clearing/settlement.
• Strong verbal and written communication with professional telephone manner.
• English and Chinese proficiency for regular client communication.
• Fresh graduates are welcome to apply.

Responsibilities

• Assist prospective and existing clients with account opening procedures and documentation verification.
• Perform KYC/AML preliminary checks ensuring compliance with regulations.
• Deliver high-quality support on account inquiries, trading platform navigation, and fee structures.
• Resolve client issues and escalate to clearing, IT, or settlement teams as needed.
• Investigate and resolve trade-related complaints and errors.
• Escalate high-risk issues to Legal or Compliance.
• Assist clients with corporate actions, dividends, and position transfers.
• Handle funding, withdrawal, and deposit inquiries with reconciliation to settlement.

Skills

Customer service

Communication skills

Analytical thinking

Time management

Bilingual English/Chinese

Education

Bachelor's degree in Finance/Banking/Business

Tools

Trading platforms

KYC/AML tools

Job description

Job Summary

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.

Key Responsibilities

• 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.
• Fresh graduates are welcome to apply.