Customer Service Officer_R-WBG OPERATIONS (OPS)-Customer Service Desk

Customer Service Officer_R-WBG OPERATIONS (OPS)-Customer Service Desk

Grade: M1
Location: Mumbai - Nariman Point
Reporting Manager: Hrudaynath Kulkarni

Job Purpose

To provide end-to-end front-end operational support for Trade Finance transactions, ensuring accurate processing, timely customer service, regulatory compliance, and coordination with internal stakeholders for smooth execution of trade finance products and services.

Key Responsibilities

Trade Finance Operations

• Handle front-end processing of Trade Finance transactions including:
  • Letters of Credit (LCs)
  • Bank Guarantees (BGs)
  • Import and Export Finance transactions
  • Documentary Collections
  • Bill Discounting and Trade Loans
• Scrutinize transaction documents for completeness and compliance with internal policies and regulatory requirements.
• Ensure accurate data entry, transaction booking, and maintenance of records in operational systems.
• Coordinate with branch teams, relationship managers, operations units, and customers for transaction processing.

Customer Service & Relationship Support

• Act as the primary operational point of contact for customers regarding trade finance transactions.
• Resolve customer queries within defined service timelines.
• Support relationship teams in delivering superior client service and turnaround times.

Compliance & Risk Management

• Ensure adherence to RBI guidelines, FEMA regulations, UCP 600, URDG, and internal compliance policies.
• Identify operational risks and escalate exceptions promptly.
• Maintain audit-ready documentation and support internal/external audits.

Process Management

• Monitor pending cases and ensure timely closure.
• Track transaction status and provide updates to stakeholders.
• Participate in process improvement initiatives to enhance operational efficiency and customer experience.

Eligibility Criteria

Educational Qualification

• Graduation Mandatory (Commerce, Finance, Banking, Economics, Management, or related disciplines preferred).

Experience

• 0 to 2 years of experience in Banking Operations, Trade Finance Operations, or related financial services roles.
• Fresh graduates with strong academic credentials and interest in Trade Finance may also be considered.

Required Skills & Competencies

• Basic understanding of Trade Finance products and banking operations.
• Knowledge of Import/Export documentation will be an added advantage.
• Good communication and stakeholder management skills.
• Strong attention to detail and analytical ability.
• Ability to work within strict timelines and process-oriented environments.
• Proficiency in MS Excel, MS Office, and banking applications.
• Team player with a customer-centric approach.

Experience Level

Entry Level