Client Service Analyst - Mandarin Bilingual

Help clients execute critical payment activities smoothly and safely while delivering a high-quality service experience. You’ll build trusted relationships, solve problems with urgency, and collaborate closely with internal partners. This is an opportunity to strengthen client satisfaction through thoughtful guidance and continuous improvement. As a Client service analyst in Payments, you provide consultative support to clients and help maintain high service standards across day-to-day requests. You act as a proactive partner, coordinate with internal teams to resolve issues, and help clients navigate required documentation and risk-related requirements. Job responsibilities: • Advise clients through consultative discussions that support informed decision-making • Proactively reach out to clients to assess progress, satisfaction, and service impediments • Identify product or service gaps and recommend practical improvements based on payments product capabilities • Partner with internal teams to develop and deliver tactical service plans that support client expectations • Contribute to product and service enhancement discussions by sharing client needs and feedback • Conduct periodic remote client touchpoints to remain current on needs and service “temperature” • Monitor routine transactional and service issues with internal partners and identify efficiency opportunities • Advocate for clients with internal stakeholders to remove roadblocks and improve outcomes • Support client adherence to applicable risk policies and practices and help explain relevant risk or legal requirements • Document and maintain an inventory of client service activity and related business information • Support account maintenance activities, including signer updates and board resolution changes Required qualifications, capabilities and skills: • Minimum of 2 years of relevant experience in financial services and/or a related functional role • Understanding of core payments product sets • High attention to detail and quality standards • Strong organizational skills, urgency, and consistent follow-through • Clear, confident oral and written communication skills • Ability to partner effectively with internal colleagues and external clients • Flexibility to support schedule adjustments aligned to Asia-Pacific shift hours • Ability to communicate clearly and concisely in Mandarin (written and spoken)