Officer - Customer Fulfillment

About the role

The Officer – Customer Fulfillment is responsible for daily financial reconciliation, settlement processing and delivering high‑quality service to internal and external customers within the bank.

Key responsibilities

• Process daily reconciliation of all financial entries to the bank's general ledger, cardholder and customer accounts.
• Pass daily general‑ledger entries arising from reconciliation and interchange settlement processing.
• Deliver efficient, quality services that meet or exceed agreed service standards.
• Resolve customer enquiries related to cardholder repayments, disputed transactions and billing, and channel feedback into process improvements.
• Reconcile daily Interchange Settlement received from Visa, MasterCard and various wallets, ensuring proper debit/credit of fees and income.
• Validate customer requests before actioning or updating systems.
• Inform the Settlement Manager of operational weaknesses, non‑compliance and suggest process enhancements.
• Identify technology solutions, conduct User Acceptance Testing (UAT) for system enhancements.
• Identify possible fraud charges and take protective steps for the bank.
• Interpret Visa, MasterCard and UAE Switch regulations to protect customer and bank interests.
• Maintain operational efficiency while ensuring service quality.
• 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.
• Effective problem‑solving abilities with a proactive approach.
• Customer‑centric mindset focused on high‑quality service.
• Strong negotiation skills.

Required skills

What we offer

• 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.