WBO:MWBC-Customer Service Manager CA

Job Description

WBO:MWBC-Customer Service Manager CA & CMS
INTERNAL USAGE:
No. of Vacancies: Reports to: Head CBB
Is a Team leader Y Team Size:

Grade: Manager
Business: Corporate Centre Department: Wholesale Banking Operations Sub-Department:
Location: Across India
About Wholesale Banking Operations
With branches spread across the country, the branches act as the face of Axis Bank for the corporate customers and is, hence, an integral part of the Banks strategy. Branches play a major role in deposit mobilization from New-To-Bank (NTB) customers, and are also core drivers of the Banks customer engagement strategy across products and services
AbouttheRole
As a part of the wholesale banking operations team, Trade Customer Service Managers (Trade CSMs) are responsible for providing over-the-counter service to fulfill the needs of existing as well as potential customers. Trade CSMs are required to handle service requests, process transactions efficiently and within the stipulated time.
Key Responsibilities
Process service requests efficiently and accurately while maintaining high service standards

Liaison with relationship managers, product/operations team

Ensuring delight in respect of customer experience with the Bank

Handle all service requests and queries from customers, liaison with RMs, Product/Ops teams and ensure timely delivery of services.

Ensure smooth interaction with customers and quick processing of transactions within SLA.

Ensure compliance to Regulatory Guidelines, Bank's policies in all processes and workflows.

Scrutiny of docs submitted by the client for processing, transmit to TFC/DTFC First Time Right (FTR) documents within stipulated time & monitor the Work ID till the completion

Obtaining Exchange rate for the transactions from dealing room

Obtaining approval from competent authority , if required for the completion of the transaction

Co ordinating with the customers, respective coverage RM , general operations division of the Branch , account manager at CBB, TFC/DTFC for execution of the transaction

Safe custody & tally the physical holding of the FCY/TCQs/TCDC with the inventory in the system

Service call to the client for feedback , engaging with the customer for deepening , references etc

Follow up for the clearance of EDPMS & IDPMS entries , Realisation of overdue export and import bills , obtention of FBFP /Bill of Entries for completion of Me chanting Trade transactions, obtain ECB2, Annexure 6, FCGPR, Share Certificates, APRs for Capital Account transactions and Annual Certificate for booking forward contracts and transmit these to TFC

Prompt response to the customer queries & handling of Free Format SWIFT messages received from Foreign Banks , handle transactions of Vostro Accounts

Attend to Concurrent Audit, Internal Audit, and Structured Visit reports and ensure rectification and submission of compliance within the stipulated time

Record, Send and Retrieve the original documents to / from Record Management Agency

Promoting on boarding of customers & migrate them to Digital platform i.e TF-Connect/Fx-Connect/Paypro/CIB etc.

Qualifications
Optimal qualification for success on the job is:

Graduation/ MBA from a recognized university

1-2 years in the BFSI sector

Role Proficiencies:
A successful candidate should possess the following:

Knowledge of banking regulations and norms

Maintain a high level of knowledge of banking products and services

Good communication (both verbal and written) skill in both English and the local language

Ability to handle pressure and meet deadlines

Relationship building skills

For successful execution of the job