Transaction Specialist

Join our dynamic team in Customer Resolution Services, where your analytical skills will drive exceptional customer experiences. As part of the Centralized Transaction Operations, you'll play a crucial role in resolving complex customer claims, ensuring satisfaction and minimizing losses. Elevate your career with us and make a meaningful impact in the Consumer and Community Banking sector.

Job Summary:
As a Customer Resolution Specialist within the Centralized Transaction Operations team, you will enhance the customer experience by researching and resolving claims such as amount mismatches and missing deposits. You will make informed decisions on customer requests, processing debit/credit adjustments to prevent losses. Your strong analytical and decision-making skills will be essential in maintaining customer satisfaction and operational efficiency.

Job Responsibilities:

• Research and process debit/credit adjustments by contacting clearing partners.
• Provide high-quality servicing of research requests for customers and internal departments.
• Evaluate and analyze data from multiple sources in a fast-paced environment.
• Identify and escalate issues promptly.
• Monitor requests for age and provide updates as needed.
• Research and report suspicious transactions through detailed account analysis.
• Follow banking guidelines provided by the Federal Government diligently.
• Analyze cases and apply resolution methods per SOP guidelines.
• Refer complex issues to subject matter experts and team leaders.
• Enhance customer experience by meeting accuracy levels and reducing resolution time.
• Ensure processing discipline and respond to escalations urgently.

Required Qualifications, Capabilities, and Skills:

• Demonstrate exhaustive knowledge in CRS.
• Possess MS Office skills.
• Exhibit strong oral and written communication skills.
• Adapt to change effectively.
• Focus on client needs and customer care practices.
• Pay attention to detail consistently.
• Solve problems efficiently.

Preferred Qualifications, Capabilities, and Skills:

• Graduate in Commerce or any stream with 3-4 years of banking experience.
• Show expertise in process/business knowledge.
• Work well as part of a team.
• Understand business processes and procedures.
• Manage time effectively for BAU and other initiatives.
• Maintain a flexible attitude towards working hours.