Officer

Job Description

What You’ll Be Doing

• Serve as the first point of contact for Trade Finance customers by handling inbound calls and delivering prompt, accurate support on transaction-related queries.
• Provide expert guidance on transaction structuring, ensuring customers receive clear and practical solutions tailored to their needs.
• Address digital banking queries and technical issues, coordinating with relevant teams to ensure seamless resolution and minimal disruption.
• Proactively manage customer communications via email, ensuring timely, professional, and solution-oriented responses.
• Handle and escalate transaction delays, issues, and complaints, ensuring proper follow-up and closure within defined service standards.
• Deliver a superior customer experience by resolving inquiries efficiently while maintaining high service quality and professionalism.
• Oversee Front Desk operations at Trade Customer Service Centers, ensuring smooth day-to-day functioning and excellent customer engagement.
• Track, analyze, and report key performance metrics, including volumes, trends, and escalations, to support informed decision-making.
• Collaborate with internal stakeholders across operations, technology, and product teams to enhance service delivery and resolve complex issues.
• Actively contribute to system and process improvements by participating in User Acceptance Testing (UAT) for Trade Finance and related applications.

What We’re Looking For

• Bachelor's degree in any relevant field
• 4-5 years in Trade Finance Operations OR Trade Customer Service
• Strong communication skills, with the ability to convey information clearly and professionally both verbally and in writing
• Effective problem-solving abilities, with a proactive approach to identifying issues and delivering practical solutions
• Customer-centric mindset, focused on delivering high-quality service and enhancing overall customer experience
• Strong negotiation skills, with the ability to manage discussions, handle objections, and drive positive outcomes

What’s In It For You

• Competitive, performance-linked compensation.
• Medical coverage for you and your family.
• Comprehensive life insurance.
• Inclusive and diverse workplace culture.
• Career development and fast-track growth opportunities.
• Mentorship from industry experts.

Responsibilities

• Handle inbound calls and emails from Trade Finance customers, addressing queries and providing resolutions.
• Assist customers with transaction status updates, digital banking issues, and transaction structuring support.
• Escalate and manage delays or complaints, ensuring prompt and effective resolution.
• Manage front desk operations, greeting customers and providing a warm and welcoming environment.
• Prepare comprehensive management reports, analyzing trends and providing insights.
• Participate in User Acceptance Testing (UAT) for Trade Finance enhancements, ensuring smooth implementation.
• Maintain a high level of customer satisfaction and build strong relationships with clients.
• Stay updated with the latest banking products and services to offer accurate information to customers.
• Collaborate with the team to identify and implement process improvements.
• Ensure compliance with bank policies and regulations in all customer interactions.

Qualifications

• A bachelor's degree in Business, Finance, or a related field is preferred.
• Minimum 2 years of experience in a customer service or banking operations role.
• Excellent verbal and written communication skills, with the ability to communicate effectively with customers and colleagues.
• Strong problem-solving and analytical skills, with a customer-centric mindset.
• Proficiency in Microsoft Office and basic computer applications.
• Knowledge of banking products and services, especially in Trade Finance, is an advantage.
• Ability to work independently and manage a high volume of customer inquiries.
• Excellent time management and organizational skills.
• A proactive and positive attitude, with a focus on delivering exceptional customer service.
• Fluency in English is mandatory; proficiency in other languages is a plus.