Officer - Customer Fulfillment

What You’ll Be Doing:

• Process daily reconciliation of all financial entries to banks GL, cardholder accounts, customer accounts as per Bank's procedures, agreed service standards and in accordance with agreed controls and procedures.

• Interact with business and other stakeholder and provide detailed view of reconciliation and process specific to WBG but not limited only to CFU

• Pass the daily general ledger entries including those arising from the daily reconciliation and Interchange Settlement processing.

• Deliver efficient and quality services to both internal and external customers that meet or exceed agreed service standards.

• Perform all activities as per the agreed service standards and in accordance with agreed controls and procedures.

• Resolve all customer issues / enquiries relating to cardholder repayments, disputed transactions, cardholder billing etc., and channel feedback into process improvements.

• Reconcile daily Interchange Settlement received from Visa / MasterCard International and various wallet and ensure that all fees, charges and other incomes earned on interchange transactions are properly debited / credited.

• Ensure the validity of customer requests / instructions before actioning them and / or updating the system.
• Keep the Settlement manager advised of material operational / process weakness and non-compliance with controls in the unit.

• Advise the Settlement manager with any process improvements to enhance the efficiency and controls in the unit.

• Identify technology solutions for problems within the unit and conduct user acceptance testing (UAT) of system enhancements.

• Perform any additional / temporary responsibilities as assigned by team manager.

• Ability to identify possible fraud charges and take necessary steps to protect Bank’s interests.

• Ability to exercise judgement and interpret Visa / MasterCard /UAE Switch operating regulations in a manner that protect the customer’s and bank’s interests.

• Maintain both efficiency in operations and quality in service delivery at the same time.

What We’re Looking For:

• Bachelor's degree in any relevant field

• 4-5 years in Trade Finance Operations OR Trade Customer Service

• Strong communication skills, with the ability to convey information clearly and professionally both verbally and in writing

• Effective problem-solving abilities, with a proactive approach to identifying issues and delivering practical solutions

• Customer-centric mindset, focused on delivering high-quality service and enhancing overall customer experience

• Strong negotiation skills, with the ability to manage discussions, handle objections, and drive positive outcomes

What’s In It For You:

• Competitive, performance-linked compensation.

• Medical coverage for you and your family.

• Comprehensive life insurance.

• Inclusive and diverse workplace culture.

• Career development and fast-track growth opportunities.

• Mentorship from industry experts