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SMBC Group is a top-tier global financial group. Headquartered in Tokyo and with a 400-year history, SMBC Group offers a diverse range of financial services, including banking, leasing, securities, credit cards, and consumer finance. The Group has more than 130 offices and 80,000 employees worldwide in nearly 40 countries. Sumitomo Mitsui Financial Group, Inc. (SMFG) is the holding company of SMBC Group, which is one of the three largest banking groups in Japan. SMFG’s shares trade on the Tokyo, Nagoya, and New York (NYSE: SMFG) stock exchanges.

In the Americas, SMBC Group has a presence in the US, Canada, Mexico, Brazil, Chile, Colombia, and Peru. Backed by the capital strength of SMBC Group and the value of its relationships in Asia, the Group offers a range of commercial and investment banking services to its corporate, institutional, and municipal clients. It connects a diverse client base to local markets and the organization’s extensive global network. The Group’s operating companies in the Americas include Sumitomo Mitsui Banking Corp. (SMBC), SMBC Nikko Securities America, Inc., SMBC Capital Markets, Inc., SMBC MANUBANK, JRI America, Inc., SMBC Leasing and Finance, Inc., Banco Sumitomo Mitsui Brasileiro S.A., and Sumitomo Mitsui Finance and Leasing Co., Ltd.

The anticipated salary range for this role is between $115,000.00 and $134,000.00. The specific salary offered to an applicant will be based on their individual qualifications, experiences, and an analysis of the current compensation paid in their geography and the market for similar roles at the time of hire. The role may also be eligible for an annual discretionary incentive award. In addition to cash compensation, SMBC offers a competitive portfolio of benefits to its employees.

Role Description

Act as the primary point of contact for internal colleagues and external clients over telephone and via email. Analyze customer account information and provide recommendations for customized solutions, reinforcing the value of the relationship by providing compelling offers that deepen client connection to firm products and services.

Role Objectives: Delivery

Act as the primary point of contact for internal colleagues and external clients over telephone and via email. Analyze customer account information and provide recommendations for customized solutions, reinforcing the value of the relationship by providing compelling offers that deepen client connection to firm products and services. Transact account set ups, maintenance and closings as required. Conduct analysis, use tools and service platforms to research and solve client problems and complaints. Execute appropriate document and process reviews to ensure that regulatory, anti-money laundering and compliance guidelines are followed. Ensure appropriate KYC data review takes place for new account initiation. Respond to legal inquiries into client accounts and furnish information when appropriate.

Role Objectives: Interpersonal

Resolve client inquiries by asking probing questions, identifying issue causes and determining optimal solutions. Use active listening and identify the client's needs via e-mail or phone, ensuring that customers experience high quality service and care. Review customer account relationships to promote and cross-sell bank products and services. Keep customers apprised of the available account types, interest and dividend rates, payroll deduction plans, and digital banking and self-service offerings. Provide customers with a one-stop experience in both executing their transactions and meeting their sales and service needs where possible. Meet team objectives across client satisfaction, effectiveness and quality as measured through metrics like average handling time, voice of customer and net promoter score. Meet sales goals through building rapport, determining client needs and ultimately closing cross-sell opportunities. Display resilience and patience in managing challenging customer calls and complaints, remaining positive and resolution focused in challenging situations.

Role Objectives: Expertise

Use outstanding verbal and written communication skills to interface with clients on the phone as well as through electronic mail, keeping messaging clear and concise. Demonstrate an easy facility with service platforms, understanding the full functionality and uses for accessing client information. Display a solid understanding of bank policies and controls, and the various regulatory procedures around the USA PATRIOT Act, Bank Secrecy Act, the Office of Foreign Assets Control sanctions program, etc. Use a solid knowledge of the bank’s products and services to match these to customer needs to increase both deposits and customer outcomes.

Qualifications and Skills

Recommended years of experience: 7

Additional Requirements

D&I Commitment

Responsible for fostering a culture of diversity and inclusion, holding leaders accountable for creating an inclusive environment through awareness and practice of equity in recruiting, developing, and promoting diverse talent.

SMBC’s employees participate in a Hybrid workforce model that provides employees with an opportunity to work from home, as well as, from an SMBC office. SMBC requires that employees live within a reasonable commuting distance of their office location. Prospective candidates will learn more about their specific hybrid work schedule during their interview process. Hybrid work may not be permitted for certain roles, including, for example, certain FINRA-registered roles for which in-office attendance for the entire workweek is required.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law. SMBC provides reasonable accommodations for employees and applicants with disabilities consistent with applicable law. If you need a reasonable accommodation during the application process, please let us know at accommodations@smbcgroup.com.