Yanchen (Grace) Liu

• Meet with 20-25 clients weekly to provide tailored financial advice and product recommendations to help clients achieve their banking and investment goals.

• Proactively identify opportunities and collaborate with partners (IRPs, BAMs, Mortgage Specialists), initiating 4-6 referrals per week to uncover additional value and advance clients' financial goals across all life stages

• Build and maintain strong client relationships through proactive outreach and exceptional service. Coordinate follow-up appointments to monitor client needs and help them stay on track with their long-term financial objectives

• Provide tailored financial advice and conduct detailed financial reviews with client on a regular basis and identify cross-selling opportunities for everyday banking, credit, and investments

Consistently meeting sales and service targets in a fast-paced, client focused environment. Ensure every client interaction was a meaningful appointment by identifying needs and presenting appropriate financial solutions

• Perform both middle-office and back-office roles, to support investment managers from Pacific Investment Management Company during APAC hours, to ensure proper responses and timely follow-up on clients' trading& investment related queries till resolved

• Monitor trade status from instruction authorization til settlement, work with internal teams to monitor clients' account status with custodian banks in a timely manner to ensure smooth trade flow

• Handle 5-10 cases daily (e.g., asset servicing, trade operations, client reporting, etc.), identify operational issues, co-operate with onshore and offshore teams accordingly for further investigation, and provide resolutions to clients and various impacted teams

• Mainly focus on derivatives (e.g. derivatives trading, fees, termination, broker statement discrepancies, etc.), book cross-currency swap tickets from PIMCO, and utilize Excel template to perform cross-currency swap notional& coupon cash flow calculations (e.g. NZD/ AUD/ JPY v.s. USD)

Participate in enhancing procedures to ensure the most up-to-date guidance are delivered to all team members, so that correct figures and trade instructions are sent to bank and brokers accurately

• Closely work with team leaders to train new recruits on credit card and investment products and training

• Support colleagues on floor or MS Teams, arrange coaching sessions to share best practices and keep team members updated to new procedures and campaigns

• Coordinate training sessions for new staff, improving onboarding efficiency and team performance; present, and thoroughly go through the banking procedures with classes of around 12-20 new recruits; leave a 30-minute role play session, or end-of-day session for questions and pick them up on the following day

• Handle client escalations transferred from frontline agents, co-operate with other internal departments to facilitate resolution of customer inquiries, enhancing service quality and client satisfaction

• Patiently listen, and communicate with both English and Mandarin speaking clients, to show genuine care, fulfill their banking needs, and help achieve their financial goals to build strong client relationship

• Deeply understand and continuously learn about banking/investment products, campaigns, and systems to better assist clients with their inquiries and provide personalized solutions

• Utilize available tools and applications to look into client's profiles to discover potential opportunities to go beyond their primary needs to further create value

• Focus on excellent client experience while striving to meet personal sales goals and completing priorities for the business as well as clients

Always self-challenge to achieve and improve overall targets (no compliance error; exceeding sales target by 30-50%)