Analyst, Client Service

**About Us**

Privé Technologies is one of the first and fastest-growing FinTech companies based in Hong Kong, with multiple offices in Asia and Europe. Our core offering is an innovative wealth management platform, which is seen by many as a disruptive force in the industry.

Our current clients include financial institutions like External Asset Managers, Family Offices, and Private Banks in Europe and Asia. Privé has been recognized in the Top 50 Financial IT Pathfinder 2016/2017 Global Rankings. Privé was also most recently a FinTech winner in the 2017 Hong Kong ICT Awards and was selected as the winner of consecutive Asian Private Banker Technology Awards in 2015 and 2016. Privé also went on to be awarded as a finalist in the Accenture Program.

**About the Team**

The Client Services & Onboarding (CSO) team plays a vital role in forging enduring relationships with Prive’s customers by providing a seamless onboarding experience and reliable client support to them. We are a small, close-knit, and dynamic team rooted in an agile and hard-working mindset. Operating in a fast-moving environment, each member is expected to display considerable ownership of their responsibilities so that their impact can be felt throughout the Privé organisation. We are equal parts culture bearers, business advisors, and growth agents. We like to have fun with the mindset of being key to Privé’s continuing success.

You will work closely with the Relationship Managers, Project Managers, Product Managers, and Technical Leads to facilitate the requests and needs of Prive’s customers across Asia and Europe (Hong Kong, Singapore, Taiwan, and Germany).

**Key Responsibilities**
- Ensure client communication is appropriately managed
- Escalate issues in accordance with the client escalation framework
- Support the CSO Manager in creating service desk reports for both internal and external stakeholders
- Support the CSO Manager in improving the client service framework
- Work closely with the Project Manager and Client to gather client onboarding requirements
- Ensure user accounts are created and managed in accordance with Prive’s user access security guidelines
- Assist the Head of Client Services & Onboarding to improve efficiency, control, and user experience of the user account management and platform configuration capabilities through infrastructural upgrades and implementation of standard operating procedures.
- Provide onsite/offsite client support as part of the client onboarding process
- Work closely with Sales and Developers to document business and functional requirements for client-driven technical change requests relating to user account management
- Should be able to work or be on standby on Saturdays and Public Holidays on an as-needed basis

**Skills and Experience Required**
- Min 1-3 years of relevant experience in client support, client onboarding or
- At least 1 year working in a technology (preferably SaaS\Cloud) environment
- Proficient in English
- Fluent in another language: Traditional Mandarin (preferred), German, Thai or Korean
- Proficient in Microsoft Excel, Word, and Powerpoint
- Excellent communicator to manage client relations and internal stakeholders located in Europe and Asia
- Problem solver with strong analytical skills and great attention to detail
- Highly organised, ability to multitask, and have excellent time management skills
- A self-motivated individual, able to deliver with mínimal supervision, whilst working effectively in a team

**Knowledge Required**
- Bachelor's degree in Finance, Business, Computer Science, or a related field
- Fundamental understanding of Finance and/or Wealth Management is key
- Certification in Six Sigma, Lean or Agile or an equivalent experience managing operational process improvement projects is preferred
- Knowledge in SQL (or another computer language) will be a plus
- Passionate about wealth management and interested in how digital solutions can be applied