Introductory Market Language 

Join our Customer Resolution Services (CRS) team, a vital part of the Consumer and Community Banking group, where you'll be tasked with researching and resolving customer claims such as Amount mismatch, Missing Deposit, and more. This role demands strong analytical skills, decision-making abilities, and proficiency in various software to process customer requests, helping the bank avoid losses. You'll also be communicating with various stakeholders, ensuring the results of your research efforts are shared within established service level agreements.

Job Summary 

As a Transactions Specialist IV within the Customer Resolution Services, you will be responsible for researching and resolving customer claims, ensuring high quality servicing for customers, internal departments, and other financial institutions. You will need to evaluate and analyze data from multiple sources in a fast-paced environment, resolve queries, and engage with UL on SOP revisions. You will also be responsible for new hire training, workflow planning, monitoring customer SLA and escalations, and participating in the development and implementation of quality control policies, procedures, and standards. This role requires strong analytical and decision-making skills, attention to detail, problem-solving abilities, and adaptability to change.

Job Responsibilities 

• Responsible to research perform quality check on  Debit/Credit adjustment processed by research team and Straight through processing and provide high quality servicing for customers, internal departments and/or other financial institution. Diligently follow standard operating procedures and banking guidelines 
Ensure compliance with industry regulations, company policies, and safety standards.
• Evaluate and analyze data from multiple sources in a fast-paced environment, timely identification/escalation of issues.
• Resolve queries provided for SME help in a timely manner, share updates & alerts to the team and conduct reviews on Quality Check and Quality Assurance cases worked by the Team members 
• Engage with UL on SOP revisions, identify refresher training needs and provide adequate learning to team members
• Responsible for new hire training and help them come up the learning curve, work Flow planning for the team
•  Monitoring the customer SLA and escalations for the team and take action from approval queue on priority
•  Report suspicious transaction by performing detailed research on customer account as well as verification of transaction and be back up for Team Leader
•  Participate in the development and implementation of quality control policies, procedures, and standards
•  Monitor and analyze quality control data to identify trends and areas for improvement.
 

Required qualifications, capabilities and skills

• Graduate in Commerce or any stream with at least 3 yrs banking experience
• Exhaustive knowledge in CRS, expert in the process/business knowledge and have excellent Client focus
• MS Office skills, Oral & written communication skills, adaptability to change
• Attention to detail, problem solving, strong time management skills required to work on BAU & other initiatives

• Flexible attitude towards working hours due to the demands of the working place