CUSTOMER SERVICE ASSOCIATE (BILINGUAL JAPANESE/ENGLISH) - 2:30 PM TO 11:00 PM - Remote CA

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Do you want your voice heard and your actions to count?

Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world. Across the globe, we're 180,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, building long-term relationships, serving society, and fostering shared and sustainable growth for a better world.

With a vision to be the world's most trusted financial group, it's part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. This means investing in talent, technologies, and tools that empower you to own your career.

Join MUFG, where being inspired is expected and making a meaningful impact is rewarded.

This is a remote position. A member of our recruitment team will discuss location preferences with you in more detail.

Reporting to the Supervisor or Manager of the Japanese Customer Service Unit, the Customer Service Associate I (CSA I) for servicing is responsible for high quality telephone service to the Japanese deposit customers of the Bank. The Associate handles service inquiries include banking inquiries, transaction requests, wire processing, online banking support, and reviews and processes client maintenance requests with complete accuracy. The Associate handles incoming mail, fax requests, and address change requests. Requires knowledge of Bank policy, practices, and standards to resolve problems, answer questions, handle transactions, arrange for special requests, and make decisions under assigned authority.

Note: Must be able to work the 3rd shift with the hours of2:30pm - 11:00 pm.

Major Responsibilities:

Customer Service 75%:

• Actively identifies client needs and ensures requests are fulfilled completely, correctly and within service standards.
• Answers inbound calls and assists clients with their service needs including: balance inquiries, online banking support, transfer requests, check orders, address change requests, card and account activations, claims, and other account maintenance requests.
• Performs wire transfer requests and wire transfer verification.
• Directs the customer conversation in order to identify needs, provide correct answers, and complete requests efficiently which may include problem resolution, handing service complaints, and coordinating with various Bank departments in the identification and resolution of operational issues.
• Ensures follow up within the expected time commitment to customer requests. Demonstrates accuracy, excellent follow up skills, accountability, and ownership of each client request. Ensures authentication and entitlement is established and all risk controls are followed. Documents actions in case/interaction notes.
• Collaborates, establishes, and maintains excellent working relationships with colleagues, sharing best practices to enhance the client experience.
• Performs other duties/special projects for the department as required.

Risk Management / Administrative 25%:

• Stays abreast of policy and practices by participating in training,
• huddles, and reading job related communications.
• Requires complete understanding and application of principles, concepts, bank practices and standards. Consistently meets individual performance standards
• for attendance, timeliness, quality, efficiency, and schedule adherence.
• Understands and utilize Bank documents and agreements to make decisions and analyze risk in order to accommodate client requests.
• Performs other duties/special projects for the department as required.

Knowledge, Skills, Abilities:

Bilingual skills required: Japanese and English (Business level Japanese)

• Must be able to work the 3rd shift with the hours of2:30pm - 11:00 pm.
• Bilingual skills required: Japanese and English (verbal and written) and use their interpersonal skills in bothEnglish and Japanese.
• 1+ year of demonstrated business experience and knowledge experience with customer service
• Excellent communication skills required
• Able to work independently with maximum efficiency
• Ability to prioritize and organize multiple tasks with excellent follow up
• Flexibility and willingness to work any schedule
• PC knowledge (Microsoft Office Suite)
• Prefer previous experience in a banking or financial call center environment.

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The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.

We are proud to be an Equal Opportunity/Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate on the basis of race, color, national origin, religion, gender expression, gender identity, sex, age, ancestry, marital status, protected veteran and military status, disability, medical condition, sexual orientation, genetic information, or any other status of an individual or that individual's associates or relatives that is protected under applicable federal, state, or local law.

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