Officer - Customer Fulfillment

As an Officer – Customer Service (Trade Finance), you will play a key role in delivering an exceptional client experience by acting as the first point of contact for Trade Finance customers. You will manage a wide range of customer inquiries, providing timely and accurate solutions while guiding clients through various banking services and transactions with a strong customer-first approach.

Reporting to the AVP – Corporate Services Unit, you will be part of a dynamic team of 22 professionals, working in a fast-paced environment where strong communication, responsiveness, and attention to detail are essential to ensuring a seamless and positive customer journey.

What You’ll Be Doing:

• Process daily reconciliation of all financial entries to banks GL, cardholder accounts, customer accounts as per Bank's procedures, agreed service standards and in accordance with agreed controls and procedures.
• Interact with business and other stakeholder and provide detailed view of reconciliation and process specific to WBG but not limited only to CFU
• Pass the daily general ledger entries including those arising from the daily reconciliation and Interchange Settlement processing.
• Deliver efficient and quality services to both internal and external customers that meet or exceed agreed service standards.
• Perform all activities as per the agreed service standards and in accordance with agreed controls and procedures.
• Resolve all customer issues / enquiries relating to cardholder repayments, disputed transactions, cardholder billing etc., and channel feedback into process improvements.
• Reconcile daily Interchange Settlement received from Visa / MasterCard International and various wallet and ensure that all fees, charges and other incomes earned on interchange transactions are properly debited / credited.
• Ensure the validity of customer requests / instructions before actioning them and / or updating the system.
• Keep the Settlement manager advised of material operational / process weakness and non-compliance with controls in the unit.
• Advise the Settlement manager with any process improvements to enhance the efficiency and controls in the unit.
• Identify technology solutions for problems within the unit and conduct user acceptance testing (UAT) of system enhancements.
• Perform any additional / temporary responsibilities as assigned by team manager.
• Ability to identify possible fraud charges and take necessary steps to protect Bank’s interests.
• Ability to exercise judgement and interpret Visa / MasterCard /UAE Switch operating regulations in a manner that protect the customer’s and bank’s interests.
• Maintain both efficiency in operations and quality in service delivery at the same time.

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