Client Service Analyst - Mandarin

Join a client-obsessed team focused on exceptional service and operational excellence. You’ll be a trusted point of contact who solves problems, coordinates across partners, and strengthens relationships. Grow your expertise in treasury services while helping shape improvements that make the client experience simpler and more seamless.

As a Bilingual client service analyst in the Client Service team, you deliver end-to-end support for a portfolio of clients using treasury services products. You partner across teams to resolve inquiries, identify root causes, and drive durable solutions that improve the client experience. You also apply your language skills to support clear communication and strong client relationships in a global environment.

Job responsibilities

• Serve as the primary point of contact for day-to-day service needs for an assigned client portfolio

• Partner with teammates to manage client inquiries with timely follow-up, clear ownership, and documented next steps

• Resolve issues by identifying root causes, trends, and process gaps to drive durable solutions

• Coordinate across relationship, operations, sales, and implementation partners to deliver accurate and consistent outcomes

• Build and maintain working knowledge of commercial treasury services products and client service processes

• Identify and escalate potential risks and unusual activity to help prevent fraud and reduce exposure

• Prioritize daily work using strong time management and organizational skills to meet service expectations and deadlines

• Follow established policies, procedures, and controls while maintaining a professional client experience

• Provide business-level translation support in English and Chinese Mandarin for service-related interactions, as needed

• Participate in client calls (in person and by phone) to support issue resolution, education, and relationship continuity

• Contribute to projects that improve service delivery through continuous improvement and innovation

Required qualifications, capabilities and skills

• Business-level proficiency in English and business-level proficiency in Chinese Mandarin

• Demonstrated ability to support clients or customers through questions, issue resolution, or service requests (academic, internship, or professional experience)

• Strong written and verbal communication skills, including the ability to explain next steps clearly

• Strong analytical and problem-solving skills, including the ability to identify patterns and root causes

• Attention to detail to ensure accuracy and adherence to procedures and controls

• Ability to build effective working relationships across multiple teams and stakeholders

• Ability to manage multiple priorities and deadlines in a fast-paced environment

• Ability to work independently with appropriate supervision, and to escalate complex issues in a timely manner

• Proficiency in Microsoft Word, Excel, and PowerPoint for documentation, analysis, and presentations

• Professionalism and integrity in all interactions with clients and internal partners

• Commitment to continuous improvement and learning

Preferred qualifications, capabilities and skills

• Experience supporting treasury services, cash management, payments, or bank operations (internship or professional)

• Experience communicating with clients through phone and written channels in a service environment

• Experience using case management, CRM, or workflow tools to manage and track service requests

• Experience with process improvement, service documentation, or operational excellence initiatives

• Experience identifying risks, exceptions, or control concerns and escalating appropriately

• Additional language proficiency beyond the minimum requirement (reading/writing and speaking)

• Developing experience using AI-powered analytics, workflow automation, or intelligent process tools to drive efficiency gains, reduce manual effort, or improve accuracy in operational processes.