Role Purpose

The Customer Service Desk acts as the first point of contact for internal and
external customers for Trade Finance products and services. The role involves
handling client queries, resolving escalations, ensuring seamless transaction
processing, and providing exceptional customer service while maintaining
adherence to regulatory and bank policies.

Key Responsibilities

* Act as the primary contact for clients on Trade Finance products including
Letters of Credit (LC), Bank Guarantees (BG), Import/Export Collections,
Trade Loans, and Supply Chain Finance.
* Handle customer queries, service requests, and transaction-related issues
within agreed service levels.
* Manage client escalations and coordinate with processing teams for timely
resolution.
* Provide guidance to clients and relationship teams on trade finance
processes, documentation, and product features.
* Track pending cases and proactively follow up to ensure closure.
* Ensure accuracy and completeness of trade finance applications and supporting
documents.
* Liaise with branches, Relationship Managers,



Operations, Compliance, and
other stakeholders for smooth execution of transactions.
* Monitor service quality and identify opportunities for process improvement.
* Maintain high standards of customer experience and support business growth
initiatives.
* Prepare MIS, service reports, and escalation trackers for management review.
* Ensure adherence to regulatory requirements, internal policies, and
operational risk controls.

Required Skills & Competencies

* Strong knowledge of Trade Finance products and operations.
* Excellent client servicing and stakeholder management skills.
* Ability to handle escalations professionally and provide effective
resolutions.
* Strong communication and interpersonal skills.
* Good understanding of UCP 600, URDG, ISBP, and international trade practices.
* Analytical mindset with attention to detail.
* Ability to work in a rapid-paced environment and manage multi

📌 Customer Service Manager_R-WBG OPERATIONS (Delhi)
🏢 Kotak
📍 Delhi