Investor Services Analyst

This position is responsible for client servicing which includes responding to all client requests, concerns, and inquiries received through e-mail and other written correspondences in an accurate and in timely manner. The role has processing functions within determined timeframes while ensuring liability and risks.

Major accountabilities:

• Responds to client, advisor, and representative requests, concerns, and inquiries related to non-financial transactions in a timely, accurate, and client-centered manner.
• Processes non-financial requests, including but not limited to statement of account requests, confirmation of investments, transaction confirmation receipts, redemption letters, account updates, and other related client documents within the agreed turnaround time.
• Maintains and updates investor records, including changes in account type, transfer of servicing advisor, contact information updates, and other client profile maintenance requirements, while ensuring accuracy and completeness of documentation.
• Ensures proper handling, monitoring, and distribution of investor documents such as quarterly and month-end statement of accounts, certificates, confirmations, and other non-financial client correspondences.
• Coordinates with the Call Center, Client Service Centers, Sales Team, Account Services, and other internal units to resolve pending requests, clarify requirements, and ensure timely completion of non-financial transactions.
• Monitors assigned requests, backlogs, and turnaround time performance, and escalates issues when necessary to support timely resolution and service quality.
• Prepares and maintains reports, trackers, process updates, business requirements, user test plans, and user testing support for initiatives related to non-financial transactions and client servicing improvements.

Specialized knowledge

• Advanced analytical, comprehension, and presentation skills.
• Fluent in English, both in written and verbal communication.
• Well-developed prioritization and time management skills
• Strong collaboration skills

Problem solving

• Analytical and possesses reasoning skills needed to interpret data and make timely recommendations for continuous improvements.
• Ability to work in a collaborative, team-oriented environment.
• Responds to inquiries using a client-centered approach that demonstrates flexibility and adaptability whenever possible.
• Listens openly and learns from others who have different perspectives, backgrounds, and/or styles.
• Displays a can-do attitude and enthusiasm.
• Seeks opportunities to learn new things, build new skills, and asks for support when needed.

Education and experience

• Graduate of any communication or business-related course.
• With at least 3 to 5 years of relevant experience in a client servicing.
• Experience working in financial institution is an advantage.

Communication scope

• Advanced analytical, comprehension, and presentation skills.
• Fluent in English, both in written and verbal communication.
• Well-developed prioritization and time management skills
• Strong collaboration skills