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. 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

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.