WBO:WBSU Customer Service Officer Trade & Forex

• Process service requests efficiently and accurately while maintaining high service standards
• Liaison with relationship managers, product/operations team
• Ensuring delight in respect of customer experience with the Bank
• Handle all service requests and queries from customers, liaison with RMs, Product/Ops teams and ensure timely delivery of services
• Ensure smooth interaction with customers and quick processing of transactions within SLA
• Ensure compliance to Regulatory Guidelines, Banks policies in all processes and workflows
• Scrutiny of docs submitted by the client for processing
• Obtaining Exchange rate for the transactions from dealing room
• Scanning of docs , transmit to TFC/DTFC First Time Right (FTR) documents within stipulated time & monitor the Work ID till the completion
• Obtaining approval from competent authority , if required for the completion of the transaction
• Co ordinating with the customers, respective coverage RM , general operations division of the Branch , account manager at CBB, TFC/DTFC for execution of the transaction
• Safe custody & tally the physical holding of the FCY/TCQs/TCDC with the inventory in the system
• Service call to the client for feedback , engaging with the customer for deepening , references etc
• Follow up for the clearance of EDPMS & IDPMS entries , Realisation of overdue export and import bills , obtention of 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
• Prompt response to the customer queries & handling of 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 Record Management Agency
• Promoting on boarding of customers & migrate them to Digital platform ie TF-Connect / Fx-Connect / Paypro / CIB etc

Qualifications

• 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