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