The Trade Client Service Analyst is a specialist in Trade Products who works one-on-one with clients to identify their business needs and assist them with their day-to-day Trade transactions.
The Trade Client Service Analyst will also take end-to-end ownership of the Trade Transactions for their clients, inclusive but not limited to inquiries, investigations, quality and timeliness of service. This is to ensure the provision of the best-in-class Customer Service experience to our clients
Responsibilities:
- Collaborate with internal teams as the processing teams to facilitate processing of trade transactions
- Attending to Customer calls/emails for handling/responding to Customer Queries; resolving exceptions raised by operations team.
- Participates in Monthly in- Country Service meetings.
- Tracking & monitoring of priority transactions to ensure transactions are processed within specified TAT
- Monitor exception to client transactions, informing the client, follow-up for resolution and liaising with operations to complete processing.
- Following up with different stakeholders i.e. the Offshore Banks, Business/Coverage teams, Products Team, Risk Units and the Clients, for timely resolution of pending transactions.
- Provide transaction-based guidance to the client for operational and other requirements
- Attend to queries and inquiries from the client and providing them timely update on transaction status
- Escalating any challenges/delays in processing to Branch, Relationship and Product Teams
- Proactively calling customers to obtain feedback on a regular basis
- Proactive periodic Report rendition to all trade clients (Weekly/Monthly)
- Staying on top on Industry trends and regulatory policy changes that impact the trade clients
Qualifications:
- Relevant experience
- Demonstrated experience with cash management processing and transaction services
Education:
- Bachelor’s/University degree or equivalent experience
