Queries Officer

Job Description/Responsibilities

• Checking commercial bank's portal for open work-items for disputes that were returned for further action and ensuring these are validated and closed timely to include the uploading of relevant documentation.
• Checking emails regarding queries from commercial banks to ensure these are researched and resolved timely.
• Entering on the commercial bank's portal all discrepancies that were identified the previous day, while customers’ deposits were being processed for the commercial bank.
• Reporting via email/Discrepancy AP, all discrepancies that were identified the previous day, while customers’ deposits were being processed for other commercial banks.
• Researching queries submitted by the commercial banks through the utilization of established guidelines to ensure these are resolved and communicated to the respective banks in a timely manner.
• Checking/reviewing daily, the discrepancy deposits being held, to ensure these are actioned in accordance with the instructions received from the respective commercial banks.
• Reviewing daily discrepancy log to ensure full compliance as this relate to timely and accurate reporting.
• Repackaging deposits bags being held and hand over on receipted packages to the Main Vault pending authorization to process or return to original pick up location.
• Sorting and distributing deposits, which were previously being held, to the CMU team for processing.
• Ensuring packages containing deposits that are to be returned to customer or branches of the respective commercial banks are actioned accordingly.
• Following up each day with team members at various levels to ensure issues are resolved timely and updates are communicated within the established SLA.

Job Requirements

• An Associate Degree or Diploma in Business Administration or related field.
• A minimum of three (3) years' experience in an Analyst or related position.
• Experience in a customer service environment would be an asset.
• Must be able to work flexible hours.
• Proficiency in the use of MS Excel, Word and Outlook.
• Must be able to communicate effectively both orally and in writing, conveying information clearly and accurately.
• Possess excellent time management skills and be able to multi-task.
• Ability to work effectively in teams.
• High attention to detail.
• Good interpersonal relations.
• Be customer service and goal oriented.