Client Service Senior Analyst

Overview

The Client Service Officer supports Institutional Cash Management for the Non-Bank Financial Institution (NBFI) client segment, delivering proactive, high-quality service on payments, cash management solutions, transaction investigations and client query resolution.

What you'll do

• Act as the day-to-day service contact for NBFI clients within Institutional Cash Management, ensuring proactive, consistent, and high-quality client service.
• Apply strong payment knowledge to support client inquiries related to domestic and cross-border payments, payment flows, investigations, exceptions, cut-offs, and operational processes.
• Work in close coordination with relevant Cash Operations teams to resolve payment and transaction issues, follow up on investigations, and ensure timely communication back to clients.
• Support client setup, maintenance, and service readiness for cash management products and channels, ensuring a smooth transition from implementation to after-sales service.
• Coordinate internally with Product, Sales, Implementation, AFC, Operations, and other control functions to address client needs and ensure adherence to internal policies and governance standards.
• Accurately use Client Service tracking systems to document client activities, monitor inquiries, identify recurring themes, and support management reporting.
• Follow up on complaints, service issues, and operational escalations, driving clear ownership, timely resolution, and continuous improvement of the client experience.

What you'll need

• Strong crisp payment knowledge, including domestic and cross-border payment processes, SWIFT methodology and formats, ISO 20022, payment investigations, exception handling, and operational cut-off requirements.
• Experience in Institutional Cash Management, transaction banking, client service, or cash operations.
• Ability to work closely and constructively with Cash Operations teams, translating client issues into clear operational actions and ensuring disciplined follow-through.
• Strong client focus, communication skills, ownership mindset, and ability to operate independently under tight deadlines while maintaining control, accuracy, and service quality.
• Fluency in spoken and written English (mandatory).
• Proven ability to leverage AI tools to enhance productivity and optimise workflows to solve business problems, while applying critical judgment to ensure responsible and ethical use of data and AI outputs.

Nice to have

• Exposure to NBFI clients and financial institution payment flows.

Details

• Location: Bangalore, India.