Officer, Customer Service Intermediate Analyst, Operations

Officer, Customer Service Intermediate Analyst responsible for resolving client issues and managing a portfolio of high-profile clients through proactive communication, escalation handling, and collaboration with cross-functional teams. The role includes coaching the team, serving as a point of contact for escalations, maintaining client knowledge through regular calls and occasional face-to-face interactions, informing clients about system or market issues, advocating for process improvements, ensuring regulatory and risk-compliant practices, and contributing to initiatives that enhance client experience and reduce inquiry volume. Requires demonstrated project management and analytical skills, strong written and verbal communication in English and Japanese, and the ability to influence stakeholders within a financial services environment. Education: Bachelor's degree or equivalent experience; 2-5 years of customer experience preferred.