SMBC Group

  • Client Service Representative I

    Job Locations MX-DF-Mexico City
    Posting Date 9 months ago(9/26/2018 2:18 PM)
    Career Category
    Global Banking
    Position ID
  • Overview

    Incumbent provides support to our customers on all of our cash management related products by phone and email. Responsible for building knowledge of SMBC cash management products and systems in order to handle customer inquiries in a timely and efficient manner and work together with our product areas in order to resolve issues effectively. Additionally, incumbent assists JDAD in obtaining documents related to account opening, updating account or the customer information from both prospective customers and existing customers.



    GTBD (70%)
    · Answers and addresses inquiries and questions from customers with accurate information for cash management services. If necessary, escalates issues to GTBD Product Team
    · Provides initial set-up training and ongoing training for E-Moneyger to customers.
    · Facilitates communication between the customer and SMBC related department (including Partner Bank) to resolve issues and inquiries in a timely manner.
    · Creates call-logs daily into proprietary system for issues and inquiries from clients to keep for our records for GTBD.
    · Performs analysis and other research of our product related if necessary.
    · Remains knowledgeable of internal policies and procedures to meet guidelines in order to perform day to day tasks.
    · Performs additional duties or projects as assigned.

    JDAD (30%)
    · Supports JDAD by contacting customers for obtaining account related documents form both prospective and existing customers.
    · Performs a variety of administrative support for JDAD which include but not limited to filing, mailing, making copies, answering the phones, greeting visitors and contacting vendors as needed.
    · Supports JDAD Management for clerical work which includes but not limited to making arrangement for meetings and booking appointments, scheduling, filing as needed.
    · Performs additional duties or projects as assigned. 



    Experience/Knowledge  Requirements

    · Ability to use time efficiently and effectively and remain customer service oriented while handling large volumes of customer inquiries. Self-motivated and think forward to manage multi-task duties. Proactively follows-up on open items and close the tickets in a timely manner.
    · Excellent communication and interpersonal skills. Able to write and verbalize clearly and succinctly in a variety of communication settings and styles as well as regularly practices actively and attentively listen.
    · Ability to build constructive and effective relationships with internal and external parties, using diplomacy, paying respect to others and tact. Ability to anticipate customer’s needs. Values and prioritizes the benefits of long-term relationships.
    · Good independent judgement and ability to suggest solutions to others. Learns quickly when facing new problems – enjoys the challenge of new tasks. Transitions from task to task effectively in a multi task environment.
    · Ability to quickly learn internal policies and procedure and apply to daily tasks without instructions.
    Required  Skills/Abilities

    Bachelor’s degree or equivalent experience.
    · 2-5 years of comparable or relevant experience
    · Knowledge of banking operation or/and cash management services area preferred.
    · Must speak, read and write English and Spanish. Addition of Japanese not required, but a plus.
    Skills  and  Special  Requirements  (heavy lifting, excessive overtime, etc.)

    This job is performed in a secured bench seating office environment. This role routinely
    uses standard office equipment such as computers and phones. This position may require
    long hours and occasional weekend work as job duties demand.


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