Client Service Analyst/Associate - Payments

Are you ready to make a meaningful impact and grow your career in payments? Join a team where your skills and ideas are valued, and you can build strong relationships with influential clients. You will be empowered to drive change, collaborate across regions, and develop expertise in a dynamic environment. We support your growth and encourage you to innovate, learn, and advance. Experience a culture that values diversity, inclusion, and your unique perspective.

As a Client Service Solution Center Associate within the Payments team, you play a vital role in supporting our most important clients. You are the primary contact for client inquiries, building trusted relationships and delivering solutions that matter. You help shape the client experience, ensuring every interaction is positive and impactful. You work closely with colleagues across functions, contributing to a collaborative and supportive team culture. Your work helps us maintain high standards and drive continuous improvement.

You will engage with clients at multiple levels, including finance, legal, and investor relations, as part of a regionally integrated team across Tokyo, Singapore, and the Philippines. Your expertise in payments and client service will help us deliver excellence every day. You will be part of a team that values innovation, efficiency, and quality, and you will have opportunities to mentor others and lead initiatives that enhance our service. We encourage you to bring your ideas and passion for client success.

Job responsibilities

• Deliver key performance indicators focused on client experience
• Manage departmental risk and ensure compliance with regulatory requirements and internal policies
• Monitor operations and personnel to maintain adherence to firmwide standards
• Collaborate with support functions and partner business units for timely client responses
• Apply risk and control frameworks to ensure business processes comply with global policies
• Keep policies and procedures current and audit ready
• Drive continuous improvement initiatives to enhance quality and efficiency
• Elevate client experience through proactive problem solving
• Foster strong relationships with clients and prospects at multiple levels
• Serve as a specialist across multiple regions, addressing daily client inquiries
• Support a culture of collaboration and excellence

Required qualifications, capabilities, and skills

• Bachelor’s Degree
• At least 3 years of experience in Financial Services Industry, with experience in Banking, payments or client services
• Fluency in Japanese and English with strong written and verbal communication skills
• Strong analytical skills and ability to resolve complex issues
• Proven ability to prioritize and handle multiple responsibilities under pressure
• Self-motivated and able to work independently with accountability for outcomes
• Quick to learn and adapt to new products, systems, and technologies
• Meticulous attention to detail and commitment to resolution
• Effective collaboration with stakeholders across sites and regions
• Ability to manage stakeholder expectations effectively in both languages
• Strong follow-through and dedication to client success

Preferred qualifications, capabilities, and skills

• Experience mentoring frontline employees and supporting skills development
• Demonstrated experience as a team leader 
• Hands-on project coordination or management experience
• Ability to contribute to or lead global initiatives that reduce inquiries and mitigate business risk
• Experience using digital tools and platforms to streamline workflows
• Proficiency with Microsoft PowerPoint, Excel, and Word
• Familiarity with automation tools and interest in leveraging automation for efficiency improvements
• Experience with Trade Finance products and related client service activities