Transactions Specialist

Introductory Marketing Language

Customer Resolution Services (CRS) is a Business unit within the Centralized Transaction Operations, Service and Resolution organization and part of the larger Consumer and Community Banking (CCB) group.  CRS is responsible for researching and resolving requests for both image and paper-based exceptions resulting from the forward collection.  

Job Summary

As a Global Operations Specialist within the Customer Resolution Services (CRS) team, you will be responsible for researching and resolving customer claims, processing debit/credit adjustments, and providing high-quality service to customers, internal departments, and other financial institutions. You will need to evaluate and analyze data from multiple sources in a fast-paced environment, and communicate effectively with various stakeholders. Your strong analytical and decision-making skills will help the bank avoid losses and enhance the customer experience. You will also be expected to actively participate in team activities and complete assigned trainings on time. This role requires a graduate in commerce or a related field with 3-4 years of banking experience, strong MS Office skills, and excellent client focus and customer care working practices.
 

Job Responsibilities

• Conduct research and process debit/credit adjustments by liaising with clearing partners, including branches and other financial institutions.
• Deliver high-quality service for research requests from customers, internal departments, and other financial institutions.
• Evaluate and analyze data from various sources in a dynamic environment.
• Identify and escalate issues promptly.
• Track the age of requests, which may involve contacting bankers and providing updates as requested by requestors or management.
• Investigate and report suspicious transactions by conducting thorough research on customer accounts and verifying transactions.
• Adhere to banking guidelines set by the Federal Government.
• Analyze cases and apply resolution methods according to SOP guidelines.
• Refer and transfer complex issues or inquiries to subject matter experts and team leaders.
• Improve customer experience by achieving customer impact accuracy levels and reducing case resolution turnaround time.
• Maintain processing discipline by meeting non-customer impact accuracy levels and responding to escalations urgently.
   
   

Required qualifications, capabilities and skills 

• Exhaustive knowledge in CRS
• Graduate with minimum 3 year of banking experience
• Expert in the process/business knowledge                                                                            
• Adaptability to change                              
• Excellent Client focus and Customer care working practices
• Attention to detail
• Problem solving
• Ability to work as a team
• Knowledge on Business processes and procedures
• Strong time management skills required to work on BAU & other initiatives
• Flexible attitude towards working hours due to the demands of the working place