Officer

Job Description

At RAKBANK, we believe in fostering a culture of innovation, growth, and excellence. We are not just a bank – we are a community that thrives on teamwork, cutting-edge solutions, and the highest standards of governance.

The Officer will play a vital role in our customer service team, handling a range of inquiries and providing timely solutions. They will be the first point of contact for Trade Finance customers, offering support and guidance on various banking services and transactions. This role requires excellent communication skills and a customer-centric approach to ensure a positive and efficient customer experience.

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.
  
  

• Bachelors 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
  
  

• 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.
  
  

• Handle inbound calls and emails from Trade Finance customers, addressing queries and providing resolutions.
• Assist customers with transaction status updates, digital banking issues, and transaction structuring support.
• Escalate and manage delays or complaints, ensuring prompt and effective resolution.
• Manage front desk operations, greeting customers and providing a warm and welcoming environment.
• Prepare comprehensive management reports, analyzing trends and providing insights.
• Participate in User Acceptance Testing (UAT) for Trade Finance enhancements, ensuring smooth implementation.
• Maintain a high level of customer satisfaction and build strong relationships with clients.
• Stay updated with the latest banking products and services to offer accurate information to customers.
• Collaborate with the team to identify and implement process improvements.
• Ensure compliance with bank policies and regulations in all customer interactions.
  
  

• A bachelors degree in Business, Finance, or a related field is preferred.
• Minimum 2 years of experience in a customer service or banking operations role.
• Excellent verbal and written communication skills, with the ability to communicate effectively with customers and colleagues.
• Strong problem-solving and analytical skills, with a customer-centric mindset.
• Proficiency in Microsoft Office and basic computer applications.
• Knowledge of banking products and services, especially in Trade Finance, is an advantage.
• Ability to work independently and manage a high volume of customer inquiries.
• Excellent time management and organizational skills.
• A proactive and positive attitude, with a focus on delivering exceptional customer service.
• Fluency in English is mandatory; proficiency in other languages is a plus.