Client Service, Macau Corporate Clients, Analyst

About the Role

Provide service and administration support to Corporate Clients (CC) businesses, including Macau Non-Mandatory Central Provident Fund (CPF), Private Pension Fund (PPF), and Corporate Solution Businesses, for Macau Corporate Clients customers, Macau agency, and other distribution channels. The goal is to strive for customer-centricity and operational efficiency.

This role contributes to delivering reliable customer outcomes with meaningful impact for customers and society. The role holder is expected to embed a customer-first mindset in all decisions and actions by developing a clear understanding of customer needs, taking end-to-end ownership to resolve issues, and collaborating across teams to continuously enhance the customer journey—both directly and indirectly.

Roles and Responsibilities

1. Operations & Customer Service Support (60%)

• Execute end-to-end case handling and follow-up activities in accordance with company benchmarks to meet customers’ satisfaction and regulatory requirements.
• Ensure completeness and accuracy of case documentation and records.
• Support the service counter by delivering excellent customer service through accurate and timely case handling.
• Identify incomplete, delayed, or incorrect cases and escalate to the supervisor for review and follow-up where required.
• Perform timely follow-ups, including recurring chasers, to ensure cases are properly resolved.
• Maintain effective communication with clients/agencies to facilitate information collection and issue resolution.

2. Team Support (20%)

• Work collaboratively with team members to meet operational targets.
• Follow guidance from supervisors and escalate issues promptly for timely follow-up.
• Support team initiatives and contribute to process improvements.

3. Other Responsibilities (20%)

• Assist in preparing regular reports or case summaries as required.
• Perform any other duties as assigned.

Minimum Job Requirements

• University graduate preferred, with 1–2 years’ experience in financial institutions or employee benefits-related areas.
• Experience in distribution support or customer service preferred.
• Good interpersonal and communication skills.
• Good problem-solving and organizing skills, and results-oriented approach.
• Administration knowledge in the responsible areas.
• Proficient in both written and spoken English and Chinese; Mandarin is an advantage.
• PC knowledge and Chinese input are required.
• Obtain relevant licenses if the job involves regulated activities.