JOB DESCRIPTION
TITLE:
Investigation, Reconciliation and Customer Service Officer
DEPARTMENT:
Operations
LOCATION:
USA (New York)
FLSA STATUS:
Exempt
JOB SUMMARY: The Investigations, Reconciliation and Customer Service Officer reports to UBA America Head of Investigations, Reconciliation and Operations Control and serves customers by facilitating and maintaining funds transfer business, providing product and service information, resolving product and wire service problems, trade operations and general inquiry. The function will also cover reconciliation and GL proofing. This individual will be part of a team that supports the processing of incoming and outgoing wire transfers, Commercial/Business Banking and Trade Operations. The role includes assisting management identify process improvements, policy, and procedure creation/updates, assist with internal audits and project management. In addition to the above the role will provide senior management with operational statuses and project updates as needed, initiatives on automation to improve the process. Policy and procedure annual updates, manning the investigation application and other duties that might be assigned by management. The incumbent of this position shall be responsible for adhering to the provisions stated in the Employee Accountability Policy Statement.
ESSENTIAL FUNCTIONS & ACCOUNTABILITIES*
- Accountable for job performance actions, which includes decision(s) impacting position responsibilities conforming to the bank’s risk appetite and tolerance levels as articulated in the bank's Risk Appetite & Tolerance Framework, mitigating violations or breaches to the bank’s risk appetite in the exercise of their empowerment and the achievement of desired job performance outcomes as directed by Management.
- Payment exception identification and investigation processing
- OFAC review of incoming and outgoing wire transfers, which may include escalation to BSA/Compliance Department
- Reconcile wire requests to wire logs and supporting systems (Feedline, SWIFT, Finacle and GFT) reports and balances to the wire clearing accounts and General Ledgers.
- Reconcile trade operations transactions including LC issuance and amendment, advising, documents review, payments, and tracing these to the respective general ledges and offshore accounts.
- Develop strong partnerships with business partners with emphasis on commercial and specialty business units to provide subject matter expertise (SME) and support for day-to-day processes, regulations, compliance, audit reporting, risk policies/procedures.
- Proactively identify and recommend new and effective ways to improve processes and quality assurance.
- Assist Trade Operations and Funds Transfer management by drafting and updating new desktop procedures, and job aides.
- Provide training and coaching to team members on investigations.
- This function will cover reconciliation of nostro accounts in various currencies (EUR, USD, GBP, XAF, XOF, NGN, TZN, etc.)
- Monthly Bank-wide GL proofing reported to Internal Control latest on the 5th day of each month.
- Efficient manning of the Investigation application
- Periodic report to management
- Responsible for timely response to customer’s inquiries through email, surface mail and SWIFT messages.
- Multi-tasking and ability to handle high volume of requests/projects in a fast-paced environment.
* Specific duties and responsibilities may vary based upon departmental and Branch needs.Other duties may be assigned like the above consistent with the knowledge, skills and abilities required for the position.
CORE SKILLS:
- Services/Commercial Banking Services preferably with wire transfer experience
- Knowledge of banking rules and regulations
- Possess strong oral and written communication skills, as well as strong presentation skills.
- Proficiency with key PC software (Word, Excel, Outlook)
- Proficient Problem-solving skills, time management, and organizational skills
- Can work independently and with cross functional teams.
MINIMUM REQUIREMENTS:
- Minimum 5 years of experience in commercial banking operations role.
- Bachelors, associate degree or equivalent
- Experience with banking software, like Actimize, Finacle, Finastra TI, CRM Systems will be considered a plus.
UBA America is an Equal Opportunity Employer
