Analyst_Client Service Desk

Job description

Do you want your voice heard and your actions to count? Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), one of the world’s leading financial groups. Across the globe, we’re 150,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, building long-term relationships, serving society, and fostering shared and sustainable growth for a better world. With a vision to be the world’s most trusted financial group, it’s part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. This means investing in talent, technologies, and tools that empower you to own your career. Join MUFG, where being inspired is expected and making a meaningful impact is rewarded. EDUCATION • Degree or equivalent work experience equally preferable CERTIFICATIONS WORK EXPERIENCE • Experience within a call center operation • Working knowledge of financial products and compliance regulations • Experience with Call Center, Client Service, Client Experience, Customer Success, Customer Relations, or Receptionist backgrounds • Developed communication and diplomacy skills in order to guide, and influence others, in particular colleagues in other areas and occasional external clients • Genuine passion for client experience, service, and the overall client journey/lifecycle; the ability to effectively translate that passion into action • Familiar with call center and client service metrics • General understanding of Quality Assurance and Privacy practices, rules, and regulations, considered a plus FUNCTIONAL SKILLS • Knowledge of Call Center equipment such as Avaya, or Cisco remote phone system technology • Proficiency in Microsoft business software including Excel, PowerPoint, Word, and Microsoft Explorer • Familiar with Call Center technologies, vendor tools, and applications • Outstanding verbal and written communication skills • Reputation for being energetic, motivated, and positive • Excellent interpersonal, and organizational skills • Superior client service skills, including a client first approach and mindset FOUNDATIONAL SKILLS • Communicates effectively • Identifies multiple paths to success through the development of analytical, critical thinking, and decision-making skills • Exercises sound judgement and strives for continuous improvement • Demonstrates optimism, resilience, flexibility, and openness to others' ideas • Learns while doing • Actively listens and asks thoughtful questions • Leverages available technology to achieve efficiency and results • Engages inclusively and with intent • Always acts with integrity RESPONSIBILITIES • Representing the organization as a potential first point of contact • Answers telephone calls and connects inquiries with the appropriate contacts internally • Provides detailed and timely solutions to client email inquiries • Maintains individual service quality goals, and adhere to the call center policies and procedures for improved client satisfaction results • Responsible for client service metrics and key points of interest; such as volume, average handling time, inquiry types, forecasts and projections • Improves client experience by identifying frequently asked questions, patterns in metrics, and other data that may assist with driving positive change • Passionate and energetic leader will continually improve upon the level of customer service, ongoing innovation, technology enhancements, and be a client empathy and experience influencer across the organization • Assists with ad-hoc projects as needed • Follows relevant standards, guidelines, principles and practices • Collaborates with training resources to provide training on improved processes • Follows escalation reporting practices Mitsubishi UFJ Financial Group (MUFG) is an equal opportunity employer. We view our employees as our key assets as they are fundamental to our long-term growth and success. MUFG is committed to hiring based on merit and organsational fit, regardless of race, religion or gender.