Officer - Trade Customer Service

Role Overview

This position serves as the primary contact point for Trade Finance clients, handling inbound inquiries and providing prompt, precise assistance with transaction-related questions.

Key Responsibilities

• Respond to customer calls regarding trade transactions with accuracy and speed.
• Offer knowledgeable advice on transaction frameworks to ensure customized, clear solutions for clients.
• Manage digital banking inquiries and technical problems by partnering with internal teams to minimize disruptions.
• Maintain proactive and timely email communication to address customer issues professionally.
• Resolve or escalate transaction delays, complaints, and related concerns while ensuring follow-up is completed within service level agreements.
• Ensure high-quality customer service throughout issue resolution processes.
• Oversee front desk operations at Trade Customer Service Centers to guarantee smooth service delivery and excellent client interaction.
• Monitor and report on performance indicators such as transaction volumes, trends, and escalations to aid management decisions.
• Work collaboratively across operations, technology, and product departments to improve service standards and handle complex problems.
• Participate in User Acceptance Testing for Trade Finance systems to support system and workflow enhancements.

Qualifications and Experience

• Possess a Bachelor's degree in any relevant discipline.
• Have four to five years of experience in Trade Finance Operations or Trade Customer Service roles.
• Exhibit strong verbal and written communication capabilities for clear and professional exchanges.
• Demonstrate effective problem-solving skills with a proactive stance toward anticipating and resolving issues.
• Maintain a customer-focused approach aimed at delivering excellent service and improving overall client satisfaction.
• Apply solid negotiation skills to manage discussions effectively, overcome objections, and achieve favorable results.