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Customer Service Officer

The Customer Service Unit is responsible for analyzing, investigating and responding to all inquiries from HBL branches, customers, and other banks/ institutions. The objective of CSU is to provide efficient and timely resolution of all enquiries.

Job Description

  • Check swift and print out all incoming messages and go through email to ensure no urgent requests (such as, cancellations or amendment of same-day transactions)
  • Review and determine the nature of each inquiry for appropriate action
  • Deliver and communicate any requests to the relevant departments (BSU, TSU, Compliance) immediately via email and verbally as well (for urgent action)
  • Log and assign a case number to the inquiry in a master log excel file
  • Retrieve data related to all wire transactions via STP to ensure the transaction information matches with the information received in the inquiry
  • Respond to and resolve inquiries.
  • Close investigation cases within 90 days of the initial inquiry
  • Maintain appropriate log of closed cases.
  • Ensure adherence to all policies and procedures

Qualifications and Experience

  • Knowledge of payment/ receipt transactions and knowledge of SWIFT.
  • Strong organizational skills; proven ability to collaborate across teams with shared accountability for results.
  • Strong customer service/customer relations orientation.

Job Type: Full-time


  • Customer Service and Customer Support: 2 years (Required)


  • Bachelor's (Required)


  • New York, NY (Required)
Salary Range
$37,000.00 - 77,000.00
per Year
Salary range estimated by
New York, NY 10261, US