Sr Client Service Specialist

SMBC Group is a top-tier global financial group. Headquartered in Tokyo and with a 400-year history, SMBC Group offers a diverse range of financial services, including banking, leasing, securities, credit cards, and consumer finance. The Group has more than 130 offices and 80,000 employees worldwide in nearly 40 countries. Sumitomo Mitsui Financial Group, Inc. (SMFG) is the holding company of SMBC Group, which is one of the three largest banking groups in Japan. SMFG's shares trade on the Tokyo, Nagoya, and New York (NYSE: SMFG) stock exchanges.

In the Americas, SMBC Group has a presence in the US, Canada, Mexico, Brazil, Chile, Colombia, and Peru. Backed by the capital strength of SMBC Group and the value of its relationships in Asia, the Group offers a range of commercial and investment banking services to its corporate, institutional, and municipal clients. It connects a diverse client base to local markets and the organization's extensive global network. The Group's operating companies in the Americas include Sumitomo Mitsui Banking Corp. (SMBC), SMBC Nikko Securities America, Inc., SMBC Capital Markets, Inc., SMBC MANUBANK, JRI America, Inc., SMBC Leasing and Finance, Inc., Banco Sumitomo Mitsui Brasileiro S.A., and Sumitomo Mitsui Finance and Leasing Co., Ltd.

The anticipated salary range for this role is between $75,000.00 and $110,000.00. The specific salary offered to an applicant will be based on their individual qualifications, experiences, and an analysis of the current compensation paid in their geography and the market for similar roles at the time of hire. The role may also be eligible for an annual discretionary incentive award. In addition to cash compensation, SMBC offers a competitive portfolio of benefits to its employees.

Role Description

Responsible for answering and addressing customer inquiries related to SMBC's cash management products by email or phone. The position logs and monitors inquires, troubleshoots complex issues and escalates issues to the appropriate areas. The Sr. Client Specialist is also responsible for training junior staff on day-to-day and advanced tasks. They are also responsible for assigning the tasks to each staff based on their workload and skills in order to respond to our customers and to resolve the issue in a timely manner. coordinating the teams by assigning the inquiries from the customer with staffs considering each capability, experience and availability.

Role Objectives: Delivery

Answer customers complexed inquiries and questions and respond to them with the solutions and appropriate suggestions. If necessary, escalate the issues to GTDB Product area.

Create daily logs in proprietary system for issues and inquiries from customers for record-keeping purposes.

Work with our partner bank to set up service products. Provide support to customers for troubleshooting to resolve the issues. Be responsible for monitoring all set-ups are completed correctly and in a timely manner.

Additional Requirements

Maintain the records of concession pricing and special ECR memos from Relationship Manager for specific periods or renewals to keep information updated and accurate in billing database.

Expand knowledge of cash management service products to provide support to GTBD sales team and Relationship Manager in order to increase cross-selling opportunities.

Collaborate with back-office operations, Deposit & Clearing and Investigations Departments to resolve wire transfer issues and other related inquiries in a timely manner. And work with them to find better way to avoid forthcoming issues.

Qualifications and Skills

• BA/BS or equivalent experience

• 5+ years of client facing role at a major financial institution.

• Strong knowledge and actual working experience of Corporate Cash Management / Treasury services system/product implementation

• Strong team player

• Excellent communication skills. The applicant must be a bilingual, speaking and writing for English and Japanese

• Ability to work under pressure and meet time critical deadlines.

• Ability to prioritize tasks and manage the time effectively.

• Proficient skills on MS Excel & PowerPoint

• Hybrid working: Recommend working in the office twice a week.

SMBC's employees participate in a Hybrid workforce model that provides employees with an opportunity to work from home, as well as, from an SMBC office. SMBC requires that employees live within a reasonable commuting distance of their office location. Prospective candidates will learn more about their specific hybrid work schedule during their interview process. Hybrid work may not be permitted for certain roles, including, for example, certain FINRA-registered roles for which in-office attendance for the entire workweek is required.

SMBC provides reasonable accommodations during candidacy for applicants with disabilities consistent with applicable federal, state, and local law. If you need a reasonable accommodation during the application process, please let us know at .