About the Role
The incumbent will be responsible for processing transactions in the area of Trade Finance for various business segments, ensuring accurate data entry of the documents submitted by customers to produce the final product. This role operates in a very competitive environment, where customers are extremely demanding and quality of service is the only differentiator in the market. The position involves significant interaction with customers and various business segments.
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Key Responsibilities
- Process trade finance transactions and ensure compliance with Bank Policy and Guidelines.
- Handle front-office trade operations and customer interaction at the trade counter.
- Review customer complaints and take immediate action to satisfy them.
- Undertake ad-hoc tasks as assigned by the Team Head.
- Ensure that MBO goals are achieved on time.
- Scan and process documents accurately.
- Efficiently manage trade counter queries, document collection, dispatch, and provide operational support.
- Maintain proper tracking records for dispatched/received documents and customer acknowledgements.
- Ensure timely collection, verification, and handover of trade-related documents at the counter.
- Maintain high standards of customer service, operational efficiency, and accuracy while managing FTC counter and document processing activities.
- Provide operational support during high volumes, staff shortages, or urgent business needs.
- Perform scanning, indexing, and uploading of documents into the system/EDMS within agreed timelines.
- Participate in Team Huddles and demonstrate teamwork to provide solutions to any issues.
- Ensure that SOP/OPM/ADM and other relevant internal documents are reviewed/amended where necessary following process enhancements or system changes.
- Take corrective and preventive action based on customer complaints.
- Immediately escalate any errors, customer complaints, service defects, or issues to the manager.
- Share responsibility with seniors and recommend training/workshops to fill knowledge gaps and foster ownership of resolution at the grassroots level.
Requirements
- Bachelor's Degree.
- Strong communication and interpersonal skills.
- Proficiency in MS Office (Word and Excel).
- Attention to detail and strong analytical skills.
- Ability to work under pressure and excellent organizational skills.
- Good team player with hands-on experience in handling Trade Desk / FTC Counter operations and customer support.
