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.

· Bachelor’s degree in finance, Business or a related field.

· 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).

· 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

· 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.