Job Description

JOB SUMMARY:
We are looking for an experienced and client - focused cash management service specialist to join our FCS team. This role is critical in supporting our India clients with their day-to-day cash management and digital banking needs.
KEY RESPONSIBILITIES:
Serve as the primary point of contact for clients with the clear objective of maintaining and building long-term relationships.
Analyze customer requests and reminders
Process and respond to customer requests within the given time frame (pre-defined indicators)
Communicate to the concerned teams of the follow-up / resolutions of requests processed
Enter / list customer requests in the customer request tracking tool & ensure that all information necessary for the resolution of the request is recorded in the tool and that the processing of the request follows the validated procedures
Maintain records/documents to accurately document client requests and past discussions
Inform customers of incidents that could potentially impact them and inform them of their resolution
Escalate immediately the necessary teams in the event of atypical requests and recurrent / major complaints
Co-ordinate with the internal teams for smooth implementation and resolution of client issues
Ensure compliance with KYC, AML and regulatory requirements during the life cycle of the client journey.
Position location
Geographical area
Asia, India
City
MUMBAI
Candidate criteria
Minimal education level
Bachelor Degree / BSc Degree or equivalent
Academic qualification / Speciality
Bachelor's degree in finance, Business or a related field.
Level of minimal experience
3-5 years
Experience
Minimum 3-6 years of relevant experience in corporate cash management / transaction banking either in multinational or private bank or a large corporate treasury.
Proven track record of supporting clients on digital cash management solutions (onboarding, training and relationship management).
Strong technical understanding of digital products offerings and India clearing systems.
Analytical skills to interpret regular client requests, complaints and data to propose client training and improvements.
Advanced MS Office skills (especially excel and Power point).
Required skills
Excellent interpersonal, organizational and client service skills
Ability to work effectively in a highly collaborative team environment to ensure swift resolution and maintain client satisfaction
Have a solution-oriented mindset to build long lasting relationships with clients
Analyse, Maintain and Disseminate suitable MIS to the internal teams to derive key areas of concern, regular complaints with a focus to provide key insights
Monitor and report on account performance, identifying opportunities for growth and improvement.
Excellent attention to detail, solid follow-up skills, and the ability to think strategically and solve problems
Technical skills required
Strong understanding of cash products for both domestic and cross-border transactions.
Engage with operations and sales to build and maintain an effective customer service model that differentiates CACIB.
Languages
English

Skills Required