Job Description Why MUFG Pension & Market Services Marking an exciting chapter in MUFG Pension & Market Services' global expansion, the MUFG Retirement Solutions business in Hong Kong combines the expertise of our talented people with cutting-edge technology, digital connectivity, data intelligence and information security to connect people with their financial assets - safely, securely and responsibly.
The Role As a Customer Service Officer (CSO) you will be the first point of contact (members and employers) via telephone (inbound/outbound), and email for a range of pension schemes/ administration enquiries.
Your key purpose will be meeting / exceeding their expectations for Customer Service with accurate, appropriate and timely responses, while maintaining MUFG Group standards.
Key Accountabilities and Main Responsibilities - Delivering an outstanding member experience though excellent customer service on inbound and outbound calls
- To provision efficient and effective query resolution by anticipating member needs and taking ownership for first call resolution
- Demonstrating subject matter expertise on pensions schemes/processes/procedure
- Achievement of all Key Performance Indicators (KPIs)
- Demonstrating adaptability and teamwork to alter shifts to meet operational demands (when required)
- Positive participation in the team and team meetings to discuss and share ideas and celebrate achievement of team goals
- Working with your leaders to improve your personal capability, and increase skills via delegated responsibilities/projects
- Supporting your leaders and colleagues in delivering results, and working closely with your immediate team within the Contact Centre and the broader MUFG Group
- Demonstrating willingness to increase your pension knowledge, including additional funds and administration functions
- Demonstrating drive and motivation by keeping abreast of current industry related information and changes
- Displaying a proactive approach to independent learning
- Actively contributing towards continuous process improvement
- Living the MUFG Group Core Values; Teamwork, Professionalism, Commitment, integrity, respect
- Adhering to all legislative requirements required for the role
- Complying with MUFG Group's Privacy policy and procedures
Experience & Personal Attributes - A minimum of 1 year of experience in customer service industry, call centre experience would be an advantage
- Higher diploma/ associate degree or above in any disciplines
- Strong customer service skills with a member experience focus
- Good communication skills in English and Cantonese, and a pleasant phone manner
- Ability to understand clients' needs and demands, and interrupt them into actions, being a proactive listener to all clients
- Proven track record of reliability and punctuality in a structured environment
- Demonstrated ability to display empathy and resilience when handling difficult or sensitive calls
- Ability to work under pressure and maintain set target levels
- Openness to feedback and willingness to develop professionally
- Intermediate computer literacy and keyboard skills (MS Office suite), and excellent attention to detail and accuracy
- Ability to work across digital media platforms and provide front line technical support
- A desire to work in, and develop a career within the pensions industry
- Eligible to work in Hong Kong with no visa sponsorship required
Culture @ MUFG Pension & Market Services We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive, and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of our company and together we will achieve our full potential.
We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or caretakers responsibilities.
How To Apply Ready to take the next step in your career? Apply now via our Career Site with your uploaded resume stating your notice period, current / last and expected salary for our consideration.
MUFG Pension & Market Services is an equal opportunity employer and welcome applications from all qualified candidates. Personal data collected will be treated in strict confidence and be used solely for recruitment purposes only. Applicants who are not contacted over one month may consider their applications unsuccessful and their information will be destroyed after one year.
About Us MUFG Pension & Market Services is a global, digitally enabled business that empowers a brighter future by connecting millions of people with their assets - safely, securely and responsibly.
Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services, purpose-built solutions and modern technology platforms that deliver world class outcomes and experiences.
A member of MUFG, a global financial group, we help manage regulatory complexity, improve data management and connect people with their assets, through exceptional user experience that leverages the expertise of our people combined with scalable technology, digital connectivity and data insights.
About the Team Our MUFG Retirement Solutions division combines its proprietary technology, process and people to deliver a comprehensive financial data solution to its superannuation clients. We support clients across all superannuation fund sectors including government, industry, retail and corporate.
By accompanying our core member and employer administration with a full range of value-added services, we offer the most comprehensive superannuation administration solution on the market. The scale, adaptability and ease of use of our proprietary systems, in conjunction with our integrated analytics offering, allow us to innovate and grow with the needs of our clients.
MUFG Pension & Market Services is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.
We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of the MUFG Pension & Market Services journey and together we will achieve our full potential.
We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.
Candidates must have the relevant work rights to be considered for an opportunity at MUFG Pension & Market Services. Successful applicants will be required to complete background screening prior to commencement of employment.