Customer Support Officer

About the role

The Customer Support Officer provides administrative and query assistance to the sales team of the International Operations and Shared Services unit. The role ensures that all customer‑related transactions are processed in line with bank policies, regulatory requirements, and service standards.

Key responsibilities

• Process all incoming requests from generic mailboxes efficiently and redirect mis‑routed emails to the correct inboxes.
• Index cases within the unit’s service agreement and certify reconciliation of generic mailboxes twice daily.
• Validate the legitimacy of each request using standard or enhanced verification procedures.
• Review and confirm that outgoing payment transfer forms or signed letters are completed and signed according to BASA and client transaction profiles.
• Strictly follow bank custody and security procedures and immediately report any unusual or fraudulent activity to a supervisor.
• Document and escalate suspicious activity to the Compliance Officer in line with anti‑money‑laundering guidelines.

Required profile

• Strong attention to detail and ability to follow documented procedures.
• Knowledge of banking regulations, custody, and security protocols.
• Capability to handle time‑sensitive transactions and prioritize requests appropriately.
• Experience in validating documentation and performing verification checks.

Required skills

What we offer

• Opportunity to work within a high‑performance, inclusive culture.
• Exposure to international operations and shared services environments.
• Potential for professional growth in banking and customer service domains.