Customer Service Officer

WBO:MWBC Customer Service Officer Trade & Forex (2–4 Years)

About the Role
As part of the wholesale banking product team, Trade Customer Service Officers (Trade CSOs) provide over-the-counter service to meet the needs of existing and potential customers. Trade CSOs handle service requests and process transactions efficiently within the stipulated time.

Key Responsibilities

• Process service requests efficiently and accurately while maintaining high service standards
• Liaison with relationship managers and the product/operations team
• Ensure customer delight and maintain a strong customer experience with the Bank
• Handle all service requests and queries from customers, liaising with RMs and Product/Ops teams to ensure timely delivery of services
• Ensure smooth interaction with customers and quick processing of transactions within SLA
• Ensure compliance with Regulatory Guidelines and the Bank's policies in all processes and workflows
• Scrutiny of documents submitted by the client for processing
• Obtain exchange rate for transactions from the dealing room
• Scan documents, transmit to TFC/DTFC First Time Right (FTR) documents within stipulated time, and monitor the Work ID until completion
• Obtain approval from the competent authority, if required, for completion of the transaction
• Coordinate with customers, respective coverage RM, general operations division of the Branch, account manager at CBB, and TFC/DTFC for execution of the transaction
• Ensure safe custody & tally the physical holding of the FCY/TCQs/TCDC with the inventory in the system
• Service call to the client for feedback; engage with the customer for deepening, references, etc.
• Follow up for clearance of EDPMS & IDPMS entries; realization of overdue export and import bills; obtain FBFP/Bill of Entries for completion of Me chanting Trade transactions; obtain ECB2, Annexure 6, FCGPR, Share Certificates, APRs for Capital Account transactions, and Annual Certificate for booking forward contracts and transmit these to TFC
• Provide prompt response to customer queries and handle Free Format SWIFT messages received from Foreign Banks; handle transactions of Vostro Accounts
• Attend to Concurrent Audit, Internal Audit, and Structured Visit reports and ensure rectification and submission of compliance within the stipulated time
• Record, send, and retrieve the original documents to/from the Record Management Agency
• Promote onboarding of customers and migrate them to the Digital platform i.e., TF-Connect/Fx-Connect/Paypro/CIB, etc.

Qualifications
Optimal qualification for success on the job is:

• Graduation/ MBA from a recognized university
• 1-2 years in the BFSI sector

Role Proficiencies
A successful candidate should possess the following:

• Knowledge of banking regulations and norms
• Maintain a high level of knowledge of banking products and services
• Good communication (both verbal and written) skill in both English and the local language
• Ability to handle pressure and meet deadlines
• Relationship building skills

For successful execution of the job

Required Skills

Snowflake; SQL; Python; ETL; Data Warehousing; dbt; Airflow; Data Modeling