UAE Nationals Only Officer Trade Operations -FTC- Exports- Operations Group

Mashreq; Dubai; On-site; AED 100,000 - 167,000; Full time

Job summary

Mashreq in Dubai seeks a skilled Trade Finance Counter Operations professional to process transactions, manage document flow, and deliver strong customer service at the trade counter. The role requires accuracy in data entry, adherence to bank policies, and the ability to support operations during peak times.

You will interact with customers and various business units to resolve issues and maintain service quality.

Qualifications

• Bachelor's degree required with strong communication and interpersonal skills.
• Proficiency in MS Word and Excel is expected.
• Hands-on experience with Trade Desk/FTC Counter operations and customer support.
• Attention to detail and ability to work under pressure in a busy counter environment.

Responsibilities

• Process transactions in Trade Finance for various business segments with accurate data entry.
• Ensure all procedures comply with Bank Policy and Guidelines.
• Handle front-office trade operations and customer interactions at the trade counter.
• Review customer complaints and take immediate action to resolve them.
• Manage document collection, dispatch, and operational support at the counter.
• Maintain tracking records for dispatched/received documents and acknowledgements.
• Ensure timely collection, verification, and handover of trade-related documents at the counter.
• Provide operational support during high volumes, staff shortages, or urgent requirements.
• Scan, index, and upload documents into the system/EDMS within timelines.
• Adhere to SOP/ADM/OPM and review amendments during process changes.

Skills

Communication skills

Interpersonal skills

Attention to detail

Analytical skills

MS Office

Education

Bachelor's degree

Tools

MS Office

Job description

Job Description:

• The incumbent will be responsible for processing transactions in the area of Trade Finance for various business segments. Accurate data entry of the documents submitted by the customers to produce the final product.
• Ensure all procedures that are developed comply with Bank Policy and Guidelines.
• Front‑office trade operations and customer interaction at trade counter.
• Review customer complaints and take immediate action to satisfy them.
• Ad‑hoc tasks given by the Team Head
• Ensure MBO achieved on time.
• Scanning the documents
• Ability to manage trade counter queries, document collection, dispatch, and operational support efficiently.
• Maintain proper tracking records for dispatched/received documents and customer acknowledgements.
• Ensure timely collection, verification, and handover of trade‑related documents at the counter.
• Ensure high standards of customer service, operational efficiency, and accuracy while managing FTC counter and document processing activities.
• Provide operational support during high volumes, staff shortages, or urgent business requirements.
• Perform scanning, indexing, and uploading of documents into the system/EDMS within agreed timelines.
• Operates in very competitive environment, where customers are extremely demanding, where quality of service is the only differentiator in the market. Has significant interaction with customers, Business (CIBG, FI, RBG).
• Staff has to adhere to strict compliant with Bank procedures.
• Managing customers’ expectations, Innovative Ideas.
• Participating in Team Huddles and showing enough Teamwork to provide solutions to any issues
• Ensuring that SOP/OPM/ ADM and other relevant internal documents are taken up for necessary reviews/amendments whenever there is process enhancement/ system changes. Transaction processing as per the ADM assigned. Taking corrective and preventive action based on Customer complaints.
• Shares responsibility with his/her seniors.
• Recommend trainings and workshops to plug knowledge gap and embed ‘Ownership of resolution’ at grass-root level for effective results
• Immediately escalates any error/customer complaints/service defect/issues raised by counter party to the manager.
• Bachelor's Degree.
• Strong communication skills and interpersonal skills.
• Proficiency in MS Office (Word and Excel).
• Attentive to details, strong analytical skills and interpersonal skills.
• Able to work under pressure, excellent organizational skills and good team player.
• Hands-on experience in handling Trade Desk / FTC Counter operations and customer support.