Client Services Executive

StashAway Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Overview

StashAway is a leading digital wealth management platform that empowers individuals to invest intelligently. We are committed to providing exceptional customer service and support to our clients. We are seeking a highly motivated and experienced Client Service Subject Matter Expert (SME) to join our growing team. As a key member of the Client Service Department, you will be responsible for providing exceptional support to our Client Services team, resolving queries, and ensuring a positive client experience. Your deep understanding of banking and financial principles will be crucial in providing accurate and helpful information to our clients. As a SME in our Client Service team, you will play a crucial role in providing expert support and guidance to our users and client services team. You will be responsible for handling complex customer inquiries, resolving issues, and ensuring a seamless user experience.

Responsibilities

• Provide first-line support to clients via various channels (phone, email, chat).
• Handle complex client inquiries, complaints, and requests in a timely and professional manner.
• Troubleshoot and resolve client issues related to account access, transactions, investment strategies, and other platform functionalities.
• Address agent inquiries regarding ticket and call handling procedures.
• Handle first-level escalation calls from clients.
• Maintain and update the knowledge base to reflect process changes.
• Communicate product or process changes to the team.
• Run training / refresher sessions for the team as needed.
• Ticket assignment to agents and daily task segregation.
• Possess a deep understanding of StashAway's investment products and services, including portfolio management, risk profiles, and investment strategies.
• Stay abreast of market trends and financial regulations to provide informed and accurate advice to clients and team members.
• Work closely with other team members and departments to ensure a seamless client experience and efficient issue resolution.
• Participate in knowledge sharing and training sessions to enhance team expertise.
• Identify areas for improvement in client service processes and contribute to the development of solutions.
• Stay updated on industry best practices and emerging technologies in customer service.

Requirements

Benefits

Competitive total compensation package including employee stock options.

Unlimited paid annual leave; you are free to take more or fewer days as needed, within work accountability.

Annual Learning and Development budget to support professional and personal development.

Company-wide day for team bonding activities and challenges.

Seniority and employment

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