Senior Analyst, Customer Service

Key Appointments · Man the service hotline, email enquiries and service counter during office hours for direct clients and financial advisers. · Provide experienced frontline support, resolve complex enquiries and contribute to service improvement through analysis of enquiry trends and recurring issues. · Support shift-based or extended service coverage when operationally required. Key Responsibilities · Handle email, phone and face-to-face enquiries relating to account opening, account servicing, transactions and platform-related issues. · Deliver prompt, accurate and customer-centric advice to clients and financial advisers, with the aim of achieving first-contact resolution. · Own and follow through on more complex enquiries, complaints and service recovery cases, coordinating with relevant departments until closure. · Make follow-up calls or send emails regarding account opening applications, transfer requests, third-party payments and other pending service matters. · Perform call verification for updates to client details, form amendments, password resets and other requests in accordance with approved SOPs and controls. · Analyse enquiry volumes, categories, recurring themes and emerging trends; identify root-cause themes, process gaps and system issues. · Prepare and share clear trend insights, observations and recommended actions with the Customer Service team and relevant stakeholders to improve service quality and reduce repeat enquiries. · Support team knowledge-sharing, coach less-experienced team members on common enquiries and contribute to updating FAQs, scripts, SOPs and training materials. · Attend to walk-in customers at the customer service centre and manage expectations professionally, including in difficult or escalated situations. · Work closely with Operations, Technology, Product and other relevant teams to resolve issues and improve end-to-end customer journeys. · Work in shifts, staggered hours or adjusted schedules when required to meet operational or service coverage needs. · Perform other ad-hoc administrative, reporting and follow-up tasks assigned. Key Decisions within the Role · Prioritise and respond to enquiries within the same working day or according to the applicable SLA and SOP. · Assess when an enquiry, complaint, process gap or system issue should be escalated, and determine the appropriate team or stakeholder for follow-up. · Identify high-impact or recurring enquiry trends that require immediate team communication, deeper investigation or process remediation. · Balance customer expectations, business requirements, risk considerations and internal controls when recommending a course of action. Requirements Experience · Diploma or Degree with 3 to 5 years of relevant customer service experience; experience in a financial institution or regulated service environment is advantageous. Experience managing high-net-worth (HNW) clients and supporting premium financial advisers would be an added advantage. · Demonstrated ability to analyse enquiry data, recognise recurring patterns and translate findings into practical insights or improvement actions. · Strong written and verbal communication skills, with a customer-centric mindset and the ability to communicate clearly with clients, financial advisers and internal stakeholders. · Good complaint-handling, problem-solving and stakeholder-management skills, including confidence in managing difficult conversations. · Meticulous, organised and able to work independently while contributing effectively as a team member. · Comfortable handling face-to-face customers and supporting service counter duties. · Proficient in Microsoft Excel and PowerPoint for basic data analysis, trend reporting and presentation of insights. · Able and willing to work in shifts, staggered hours or adjusted schedules when operationally required. · Education ü Academic: Diploma/Degree in Business Admin/Management or related. Key Stakeholders · External: Financial advisors and their respective firms · Internal: Customer Service team, Operations, Technology, Product and other relevant departments within Navigator Investment Services. 1. Duration of contract: 12 months 2. Budget for the role: $4,660 3. Job Description: Per above 4. Headcount: 2 5. Cost Centre: 1031-70401