Officer - Trade Customer Service
At a Glance
- Category
- 🏦 Finance & Banking
- Level
- Mid-Level
- Type
- Full-time
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What You’ll Be Doing:
• Serve as the first point of contact for Trade Finance customers by handling inbound calls and delivering prompt, accurate support on transaction-related queries.
• Provide expert guidance on transaction structuring, ensuring customers receive clear and practical solutions tailored to their needs.
• Address digital banking queries and technical issues, coordinating with relevant teams to ensure seamless resolution and minimal disruption.
• Proactively manage customer communications via email, ensuring timely, professional, and solution-oriented responses.
• Handle and escalate transaction delays, issues, and complaints, ensuring proper follow-up and closure within defined service standards.
• Deliver a superior customer experience by resolving inquiries efficiently while maintaining high service quality and professionalism.
• Oversee Front Desk operations at Trade Customer Service Centers, ensuring smooth day-to-day functioning and excellent customer engagement.
• Track, analyze, and report key performance metrics, including volumes, trends, and escalations, to support informed decision-making.
• Collaborate with internal stakeholders across operations, technology, and product teams to enhance service delivery and resolve complex issues.
• Actively contribute to system and process improvements by participating in User Acceptance Testing (UAT) for Trade Finance and related applications.
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
Requirements
- •Bachelor's degree in any relevant field
- •4-5 years in Trade Finance Operations OR Trade Customer Service
- •Strong communication skills (verbal and written)
- •Effective problem-solving abilities
- •Customer-centric mindset
- •Strong negotiation skills
Responsibilities
- •Handle inbound calls and provide support on transaction-related queries
- •Provide expert guidance on transaction structuring
- •Address digital banking queries and technical issues
- •Manage customer communications via email
- •Handle and escalate transaction delays, issues, and complaints
- •Oversee Front Desk operations at Trade Customer Service Centers
- •Track, analyze, and report key performance metrics
- •Participate in User Acceptance Testing (UAT) for Trade Finance applications
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- Check if RAK Bank will actually see your resume
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60 seconds. $5.88 one-time.
RAK Bank is a leading public joint stock bank headquartered in Ras Al Khaimah, UAE. It offers a comprehensive range of retail, corporate, and investment banking solutions across the UAE.