Customer Service Officer

Job Summary: The Customer Service Officer serves as the primary touchpoint for retail and institutional trading clients. This role is responsible for providing seamless operational support, handling client inquiries across multi-channel platforms (phone, email, live chat), assisting with account lifecycle management, and resolving trading-related issues in a fast-paced environment while adhering to regulatory and compliance standards. Key Responsibilities： Account Onboarding & Administration: • Assist prospective and existing clients with account opening procedures, documentation verification, and account maintenance (e.g., address updates, bank account linkages). • Perform Know Your Customer (KYC) and Anti-Money Laundering (AML) preliminary checks, ensuring compliance with local securities regulations and internal policies. Client Support & Communication: • Deliver high-quality, professional support to clients regarding account inquiries, trading platform navigation, market access, and fee structures. • Resolve client issues, complaints, and operational trade inquiries promptly and accurately, escalating complex issues to the relevant clearing, IT, or settlement teams. • Investigate and resolve complaints (e.g., trade errors, statement inaccuracies) promptly. • Escalate high-risk issues to relevant departments (e.g., Legal, Compliance). • Ensure all interactions comply with internal policies and regulation • Assist eligible clients with corporate actions, dividend queries, rights issues, and positions transfer requests. • Handle funding, withdrawal, and deposit-related inquiries, ensuring accurate reconciliation with settlement departments. Key Qualifications & Skills: • Bachelor’s degree in Finance, Banking, Business, or a related field. • Relevant licensing/certifications (e.g., CMFAS Modules 2A, 1A, 5, 6, 6A) are highly preferred or required within the probation period. • 1–3 years of customer service or front-office operational experience within a stock brokerage, financial institution, or fintech firm. • Basic understanding of financial markets, equities, bonds, ETFs, options, and clearing/settlement cycles. • Strong verbal and written communication skills with professional telephone manner. • Strong analytical problem-solving and time management skills. • Experience using AI productivity tools and automation solutions for workflow optimization would be an advantage. • Proficient in English and Chinese, as the role requires regular communication with Chinese-speaking clients and stakeholders. • Fresh graduates are welcome to apply