Trade Finance Customer Service Officer

About the role

RAKBANK is seeking a proactive Trade Finance Customer Service Officer to join its customer service team. The role serves as the first point of contact for Trade Finance clients, handling inquiries, providing guidance on banking transactions, and ensuring a seamless digital banking experience.

Key responsibilities

• Answer inbound calls and emails from Trade Finance customers, delivering accurate and timely support.
• Provide expert advice on transaction structuring and resolve transaction‑related queries.
• Address digital banking issues, coordinate with technical teams, and ensure minimal service disruption.
• Manage customer communications via email, escalating delays or complaints as needed.
• Oversee front‑desk operations at Trade Customer Service Centers to maintain smooth daily functioning.
• Track, analyze, and report performance metrics such as call volumes, trends, and escalations.
• Collaborate with operations, technology, and product teams to improve service delivery.
• Participate in User Acceptance Testing (UAT) for Trade Finance applications and related system enhancements.

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.
• Customer‑centric mindset with a focus on high‑quality service.
• Effective problem‑solving and proactive issue identification.
• Negotiation abilities to manage discussions and drive positive outcomes.

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.