Analyst - Client Service Desk

The objective of this role is to develop and implement best practices to drive positive client experience and proactively lead operational efficiency efforts and process improvements. The role plays an important part as a liaison between stakeholder groups involved in the delivery of all transactions and service requirements, including front office, compliance, and operational groups across the organisation. As part of the team, an Analyst will be an individual contributor role and will be responsible for engaging with internal and external stakeholders on a daily basis and ensuring the uninterrupted flow of communications between parties.

Responsibilities:

• First point of contact for the client on all day-to-day banking enquiries and issues, taking accountability and ownership to ensure an optimal and premium service level is provided.
• Support customers' daily transactions and operations by investigating and resolving enquiries and complaints promptly, and managing client expectations.
• Will be responsible for completing clients' transaction and service requirements in accordance with the bank's policies and procedures.
• Ensure that all required documents and data from clients are collected, reviewed and delivered for further processing in line with regulatory and internal bank requirements.
• As a Service partner, collaborate together with the RMs, Branch, Operations, and other key internal stakeholders to ensure the prompt resolution of cases and client issues, and identify opportunities for service improvement, or proactively educate the client to avoid any future service disruptions.
• Adhere to policies including escalation and compliance requirements and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations.
• Take ownership of assigned cases and actively follow through to completion.
• Facilitator of client needs liaisoning suitably with all stakeholders and follow till execution.
• Manage internal approvals/ exceptions to be raised to management/ approval authorities to facilitate transactions other than pricing/ limit related items.
• Support and educate clients on various products of the Bank and be an advisor for the client on solutions.

Requirements:

• A team player, eager to support and learn, and can foster collaborative working relationships across the organisation.
• Able to identify and manage both transactional and operational risks.
• Good Knowledge of MS Office.
• Good analytical and problem-solving skills.
• Working knowledge of Banking Products, Trade Finance, Loans and General Banking Deposits, RTGS/NEFT, etc is required.
• Client Service Experience is preferred.
• Excellent communication and negotiation skills.
• Bachelor's degree/University degree or equivalent experience.
• In-depth knowledge of RBI regulatory aspects around Trade finance and general banking will be of importance.
• Minimum experience of 3-6 years in a banking or Financial organisation.