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