Customer Fulfillment Officer

About the role

The Customer Fulfillment Officer will manage daily financial reconciliations, settlement processing, and customer enquiries for cardholder and merchant accounts. This role ensures accurate posting to the general ledger, compliance with Visa/MasterCard regulations, and delivery of high‑quality service to internal and external stakeholders.

Key responsibilities

• Process daily reconciliation of all financial entries to the bank’s GL, cardholder and customer accounts.
• Pass daily general ledger entries arising from reconciliation and interchange settlement processing.
• Resolve customer issues related to repayments, disputed transactions, and billing, feeding feedback into process improvements.
• Reconcile daily interchange settlements received from Visa, MasterCard, and various wallets, ensuring correct fee and income posting.
• Validate customer requests before system updates and keep the Settlement Manager informed of operational weaknesses.
• Identify fraud charges, interpret operating regulations, and suggest technology solutions and process enhancements.
• Conduct user acceptance testing for system enhancements and perform any additional responsibilities assigned by the team manager.

Required profile

• Bachelor's degree in a relevant field.
• 4‑5 years of experience in Trade Finance Operations or Trade Customer Service.
• Strong communication skills, both verbal and written.
• Proactive problem‑solving ability and customer‑centric mindset.
• Effective negotiation skills and ability to manage objections.

Required skills

What we offer

• Competitive, performance‑linked compensation.
• Medical coverage for employee and family.
• Comprehensive life insurance.
• Inclusive and diverse workplace culture.
• Career development and fast‑track growth opportunities.
• Mentorship from industry experts.