Officer - Trade Customer Service

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.

• 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