Business Support Hotline Officer

About Julius Baer

Julius Baer values individual qualities that empower employees to be impactful, entrepreneurial, and to create value beyond wealth. They strive to shape the future of wealth management collectively.

Role Overview

The Business Support Hotline Officer plays a pivotal role within the Client Service Network (CSN) team, responsible for handling account opening and modification inquiries for Singapore Booked Portfolios. This role serves as the first point of contact for queries from Front members through phone or email and collaborates closely with subject matter experts across bank units for advanced support.

Key Responsibilities

• Serve as primary contact for all account opening and modification inquiries relating to Singapore Booked Portfolios.
• Conduct preliminary reviews of account documentation and identification for legal entities and complex individuals.
• Develop and prepare tools, checklists, and aids supporting Singapore Booked Portfolio account processes as a Subject Matter Expert.
• Maintain the Business Support Hotline Team's knowledge database up to date.
• Use the bank's ticketing tool to document and track Front members’ requests, ensuring timely resolution.
• Analyze and manage incoming inquiries, collaborating with experts from other bank units for second-level support.
• Ensure all procedures comply with applicable laws and internal policies.
• Carry out independent client callbacks for high-risk transaction verification as an anti-fraud measure.
• Commit to delivering high quality service and actively support initiatives aimed at innovation and continuous process improvement.
• Undertake additional tasks assigned periodically.

Regulatory and Risk Management

• Adhere to values and behaviors that promote honesty, integrity, due diligence, fair treatment of customers, conflict of interest management, competence, risk management, and compliance with laws and regulations.

Candidate Profile

• Strong communication skills, capable of confidently leading discussions and managing conflicts with a goal-oriented approach.
• Detail-oriented and efficient in their working methods.
• Ability to perform under pressure and work autonomously while being a team player.
• Proactive mindset with hands-on problem-solving skills and IT proficiency.
• Holds a degree with minimum five years’ banking experience.
• Experienced in collaborating with clients, relationship managers, banking operations, legal/compliance, and other stakeholders.
• Previous exposure to client documentation processes preferred.
• Experience in call center or client callback settings is advantageous.
• Japanese language skills are a plus.
• Good knowledge of banking and financial products.