Customer Services Service Officer

About the role

The Customer Services Service Officer supports the Commercial and Business Banking Operations team by delivering high‑quality service to new and existing clients. Working within defined service level agreements, the officer handles payment processing, inquiries, investigations and day‑to‑day servicing tasks. The role requires strong communication, compliance awareness and the ability to resolve issues quickly.

Key responsibilities

• Process client payments including certified cheques, wires, bank drafts and foreign‑currency transactions.
• Manage day‑to‑day servicing activities such as indexing, inquiries, investigations and SLA compliance.
• Respond to client and partner inquiries via phone and email, ensuring timely resolution.
• Analyse service issues, provide recommendations and escalate when necessary.
• Collaborate with stakeholders to remove roadblocks, reduce costs and improve service delivery.
• Ensure all activities comply with regulatory, AML/ATF and internal risk frameworks.
• Maintain up‑to‑date knowledge of products, policies and procedures through training and continuous learning.
• Contribute to a high‑performance culture by supporting team development and inclusive practices.

Required profile

• Customer‑focused mindset with strong communication skills.
• Ability to work independently while adhering to established SLAs.
• Analytical thinking to assess situations and propose solutions.
• Understanding of operational, regulatory and AML/ATF risk considerations.
• Proactive attitude toward continuous improvement and teamwork.
• Flexibility to work scheduled hours (Mon‑Fri 12 pm‑9 pm, optional Saturday).

Required skills

• Knowledge of banking payment methods (certified cheques, wires, bank drafts, foreign currency).
• Familiarity with regulatory compliance and AML/ATF frameworks.
• Ability to use standard office tools for data analysis and reporting.