Client Services Representative

• Lead and manage the Client Services function in Singapore, ensuring effective delivery across all client servicing activities.
• Set and maintain high service standards, ensuring client deliverables are completed accurately, on time, and in line with contractual and regulatory requirements.
• Act as a senior escalation point for complex or sensitive client issues.
• Own client communication standards, ensuring clarity, timeliness, and consistency across the business.
• Proactively manage client expectations and support long-term client satisfaction and retention.
• Work closely with the Head of Loan Operations (Asia) to ensure client servicing aligns with broader Asia business priorities and objectives.
• Partner with colleagues in the Transaction Management team to ensure smooth onboarding, execution, and ongoing servicing of new and existing business.
• Ensure payments, notices, reporting, and other client deliverables are processed accurately and within required deadlines.
• Actively participate in issue resolution, process improvement, and operational re-engineering initiatives.
• Ensure client servicing activities comply with internal controls, operating procedures, and regulatory requirements.
• Lead, develop, and mentor the Client Services management team and wider function.
• Set clear objectives, performance measures, and development plans for team members.
• Monitor staffing levels to ensure appropriate resourcing and scalability.
• Work closely with HR on recruitment, performance management, succession planning, and the annual appraisal process.
• Foster a client-centric, accountable, and inclusive team culture.
• Lead and support change initiatives impacting client servicing, including system enhancements and process transformation.
• Contribute to strategic and ad-hoc projects that improve client experience, operational efficiency, or scalability.
• Work with the Product Development team to assess the service impact of new products and support successful launches.
• Provide insight and analysis on client trends, service performance, and potential risks or opportunities.
• Support the Head of Loan Operations (Asia), Managing Directors and Head of Business Development (Asia) in maintaining and strengthening key client relationships.
• Represent the Client Services team at selected client meetings and industry events as required.
• Act as a trusted senior point of contact for clients and colleagues on service-related matters.

Head of Client Services

• Managing drawdowns, rollovers, rate fixes, pre-payments, redemptions and maturities.
• Reading and understanding loan documentation.
• Inputting relevant data into “Solvas”, the GLAS loan administration platform.
• Generating and sending notices to Borrowers and Lenders within specific timeframes.
• Receiving and checking SSIs, completing call-back procedures where necessary.
• Managing funds flow between Borrowers and Lenders.
• Arranging payments via online banking platforms of JPM, DBS and others.
• Calculating and ensuring payment of payment of principal repayments, interest, commitment and other fees (including PIK and non-pro rata events).
• Reconciling bank accounts.
• Handling loan transfer requests, ensuring requests comply with the transaction documentation and collecting transfer fees.
• Dealing with client queries in a timely manner.
• Dealing with external audit requests.
• Timely escalation of relevant matters to Team Leader and/or Managers.
• Due diligence with regards to potential fraud, money laundering, and both financial and reputational risk to GLAS.

Senior Client Services Associate

• Provide excellent customer experience via all relevant communication channels (telephone, email, live chat and other social media)
• Identify and analyse trends in customer satisfaction/dissatisfaction levels and provide appropriate improvement plans to drive sales through professional and courteous client interactions
• Display strong selling and negotiating skills; overcome objections and ask probing questions to close sales and gain understanding of client needs and motivations
• Collaborate with existing customer service team to provide strong after-sales services by cultivating new and existing client relationships through exceptional service
• Develop and execute a clienteling plan for the clients and prospects, personalize relationship and anticipate their needs
• Accurately process all required data/information using appropriate systems and tools while adhering to the company’s group data security policy and escalating emergencies to the team leader while providing solutions for improvements
• Stay abreast of launches, campaigns and internal processes to answer a wide variety of customer inquiries, including product availability, characteristics, service and all other inquiries
• Perform other duties and responsibilities that may be assigned to you by the management within your category of employment in the organization and for the effective implementation, maintenance, and continual improvement of the Quality Management System of TDCX.

Client Service Associate

• Ensure Autodesk customers have immediate access to all software products purchased
• Communicate with customers/partners across multiple modalities; including but not limited to phone, chat, and web/email
• Ensure high-level of customer /partner satisfaction
• Receive, investigate, and respond to support needs and issues; including order processing and inquiries related to product access
• Provide information on Autodesk Account features and capabilities; conduct “how to” sessions with customers and partners as needed
• Serve as a subject matter expert as it relates to Autodesk policies, processes, and tools
• Responsible for initiatives related to partner enablement and partner effectiveness
• Create and modify content in shared knowledge base for use by all internal Autodesk support resources and/or customers and partners
• Collaborate with cross-functional teams to deliver efficient service solutions to customers and partners

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