Customer Service Representative

Q-Sourcing Servtec Group is a global management consulting firm that assists individuals in enhancing their business performance and achieving their career objectives.

The Customer Service Representative is responsible for maintaining the bank's positive image and reputation, cultivating excellent customer relationships through accurate transaction handling, efficient service provision, and timely resolution of complaints and claims. This role requires close collaboration with Relationship Managers, Credit, Operations, and Compliance teams to ensure seamless service delivery and adherence to banking standards.

1. Promote and achieve utilization targets for digital banking channels.
2. Review and validate account opening documents, KYC requirements, and customer instructions.
3. Verify account status before processing any transactions.
4. Process various customer instructions including fund transfers, standing orders, cheque clearing, and payments according to confirmed requests and service standards.
5. Process outbound payments and transfers promptly.
6. Liaise with payment service providers, correspondent banks, and clearing houses.
7. Provide all necessary transaction documents such as payment confirmations, SWIFT copies, receipts, and statements.
8. Coordinate with Treasury and Operations regarding foreign currency transactions and correspondent banking needs.
9. Follow up on transactions to ensure timely crediting or debiting of customer accounts.
10. Investigate transaction delays, update the core banking system with reason codes, and report to relevant parties.
11. Manage claims related to delayed transactions, failed payments, chargebacks, and other incidents.
12. Verify and investigate complaints and claims, processing approved compensation within the core banking system.
13. Prepare and submit daily operations and performance reports.
14. Respond to customer requests professionally and maintain excellent relationships.
15. Resolve core banking system issues and maintain accurate customer master data.
16. Execute reversals, chargebacks, and refund processes when necessary and approved.
17. Participate in meetings and projects as required.
18. Adhere to the bank’s and department’s policies and procedures.

1. A Degree or Diploma in Banking, Finance, Business Administration, or a related field.
2. Over 5 years of relevant work experience in banking, customer service, or financial operations.
3. Experience with SAP or a similar ERP/Core Banking System.
4. Customer Service Training and Certification is an added advantage.
5. Good command of the English language.
6. Proficiency in core banking systems and MS Office applications.
7. Strong analytical and problem-solving skills.
8. Excellent communication and interpersonal skills.
9. Strong customer focus and relationship management abilities.
10. High integrity and accountability.
11. Meticulous attention to detail and accuracy.
12. Ability to perform effectively under pressure and meet deadlines.