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

Role Purpose

The Customer Service Desk acts as the first point of contact for internal and external customers for Trade Finance products and services. The role involves handling client queries, resolving escalations, ensuring seamless transaction processing, and providing exceptional customer service while maintaining adherence to regulatory and bank policies.

Key Responsibilities

• Act as the primary contact for clients on Trade Finance products including Letters of Credit (LC), Bank Guarantees (BG), Import/Export Collections, Trade Loans, and Supply Chain Finance.
• Handle customer queries, service requests, and transaction-related issues within agreed service levels.
• Manage client escalations and coordinate with processing teams for timely resolution.
• Provide guidance to clients and relationship teams on trade finance processes, documentation, and product features.
• Track pending cases and proactively follow up to ensure closure.
• Ensure accuracy and completeness of trade finance applications and supporting documents.
• Liaise with branches, Relationship Managers, Operations, Compliance, and other stakeholders for smooth execution of transactions.
• Monitor service quality and identify opportunities for process improvement.
• Maintain high standards of customer experience and support business growth initiatives.
• Prepare MIS, service reports, and escalation trackers for management review.
• Ensure adherence to regulatory requirements, internal policies, and operational risk controls.

Required Skills & Competencies

• Strong knowledge of Trade Finance products and operations.
• Excellent client servicing and stakeholder management skills.
• Ability to handle escalations professionally and provide effective resolutions.
• Strong communication and interpersonal skills.
• Good understanding of UCP 600, URDG, ISBP, and international trade practices.
• Analytical mindset with attention to detail.
• Ability to work in a fast-paced environment and manage multiple priorities.

Qualifications & Experience

• Graduate/Postgraduate in Commerce, Finance, Banking, or related discipline.
• 5-10 years of experience in Trade Finance Operations, Customer Service Desk, or Trade Processing.
• Experience in handling client interactions and service escalations.
• Knowledge of trade finance systems and banking operations preferred.

Key Performance Indicators (KPIs)

• Customer query resolution within TAT.
• Escalation closure rate.
• Service quality and customer satisfaction scores.
• Error-free handling of trade finance requests.
• Compliance and audit adherence.
• Stakeholder feedback and relationship management effectiveness.