Associate, Client Onboarding Specialist

**Do you want your voice heard and your actions to count?**

Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 7th largest financial group in the world. Across the globe, we're 160,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, building long-term relationships, serving society, and fostering shared and sustainable growth for a better world.

With a vision to be the world's most trusted financial group, it's part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. This means investing in talent, technologies, and tools that empower you to own your career.

Join MUFG, where being inspired is expected and making a meaningful impact is rewarded.

**Purpose of the Role**:
Support frontline Relationship Mangers and Sales in co-ordinating new to bank Client Onboarding and existing to bank Customers to implement additional Transaction Banking Products.

Drive Customer satisfaction and ease of onboarding through being the dedicated point of contact to the Client and handholding the Client through the various stages of completing necessary documentations and KYC screening until Go-Live.

Use best-in-class project management methodologies and new digital tools(phased rollout) to ensure internal and external stakeholder are updated on progress, escalate potential issues/risks and drive effective delivery.

Seek Customer Feedback at end of Implementation to improve Customer Experience. Share lessons learnt and feedback for continuous improvement with internal stakeholders and Product Management for consideration to incorporate into product enhancements roadmap.

Continuously refine, document and test new workflows and tools to form optimal Onboarding Model and share across the regions for consistent Client experience and best practices.

**Implementation Scope**:

- Client Onboarding(KYC), Account Opening, Spot FX, Internet Banking _

**Primary Responsibilities**

**Client Onboarding**:

- Receives Deal Handover Form from Relationship Manager containing Client's Requirements, Fees & Pricing and Client contacts.
- Sets up internal call if complex implementation and require clarification with Sales, Products and Operations teams.
- Draft Project Scope Document with high level plan, documentations, timelines and next steps.
- RM to setup Kick-off call with Client to introduce the dedicated Onboarding Specialist who will run through the Project Scope Document to ensure Client's requirements are captured correctly and comfortable with the next steps and high level timelines.
- Establishes communication protocols(contacts, frequency and method of re-occurring meetings).
- Gathers and shares all necessary Documentation(KYC requirements, Board Resolutions, Account Opening, Liquidity Products, Spot FX and eChannels) with Client.
- Respond satisfactorily to customer inquiries and requests on all aspects of Products and Services being implemented (eg. How interest is calculated, cut-off times, late penalty fees, eChannel authorization matrixes, reports available, alerts and notifications etc..)
- Co-ordination of additional KYC requirements as necessary between Client and KYC team, escalates to Relationship Manager for major issues.
- Reviews scanned copy of Client's filled Application Forms and confirm all in order to sign and return.
- Collects signed original documentation and co-ordinates internal registration and setup with various middle and back-office teams.
- Co-ordinates to ensure Signature Specimens, Board Resolutions, Limits and Fees are captured correctly in back office systems before Go-Live.
- Where Legal Document Negotiations of MUFG Standard Documentations are requested, Onboarding Specialist to co-ordinate meeting between Client and MUFG parties to negotiate clauses. Onboarding Specialist to help tracks commentaries, clause changes and internal memo for approvals of final Agreement.
- Where Exception Handling is required, Onboarding Specialist to work closely to understand Client's requirements and MUFG Operation's capabilities and limitations. Onboarding Specialist with help of Product Managers to propose workaround solution. Exception Handling memo to be prepared by Onboarding Specialist and request for approval by management.
- Logs issues encountered during implementation, status and resolution.
- Draft milestone progress reports and Meeting Minutes for Client and internal stakeholder management.
- Co-ordinates eBanking setup and file format testing (UAT and PVT).
- Co-ordinates eBanking SME to train Client on usage of eChannel platform.
- Provide monitoring period to Customer post go-live to ensure Customer Satisfaction.
- Drafts and sets up final call with Client to go through project closure documentation containing new Account details, contact points for BAU Enquiries and Maintenance Support.
- Packages up Deal Handover Form,