Senior Officer Client Services (Mashreq, New York)

Mashreq; New York (NY); On-site; USD 70,000 - 110,000; Full time

Job summary

Mashreq is seeking an experienced Client Service and Operations professional to provide high-quality client service and operational oversight across multiple regions, including U.S. off-hour coverage.

You will serve as the primary contact for client escalations, coordinate with internal teams, and ensure adherence to SOPs, controls, and regulatory requirements. You will manage inquiries, coordinate time-sensitive payments, and contribute to contingency planning and business resiliency exercises,

Qualifications

• Demonstrated experience delivering client service across multiple regions and time zones.
• Ability to manage escalations and coordinate with internal teams to ensure timely resolutions.
• Experience maintaining SOPs, procedures, and regulatory documentation.

Responsibilities

• Manage client inquiries and escalations through resolution, ensuring prioritization and ownership.
• Coordinate time-sensitive payment instructions with processing teams to meet deadlines.
• Maintain and review SOPs, desktop procedures, and supporting documentation.
• Support contingency and business resiliency procedures for critical activities.
• Participate in contingency, disaster recovery testing and document results; coordinate remediation.
• Ensure non-trade transactions are handled efficiently and in compliance.
• Meet delivery standards and audit requirements, reflecting in customer satisfaction.
• Coordinate with Centralized Operations to ensure Funds Transfers are executed on time.
• Serve as checker and owner of account documentation; ensure timely updates.
• Ensure strict compliance with policies and local regulations.
• Establish Customer Service Standards and SLA with HO.
• Analyze MIS to ensure SLA compliance and identify root causes from SDS.
• Coordinate complaint resolution system to maximize customer satisfaction.
• Analyze errors/complaints/inquiries MIS and implement controls to improve productivity.
• Prepare and implement staff training plans to develop skills and career growth.
• Ensure pre-advice via MT110 for checks/drafts; follow up with customers.
• Participate in AML committee meetings with recommendations on SARs.

Skills

Client service

Escalation management

Cross-functional coordination

Regulatory compliance

SLA management

Job description

Provide high-quality Client Service and operational oversight across multiple regions and time zones, including U.S. off-hour coverage. Serve as a key point of contact for client escalations, ensuring timely resolution and effective coordination across internal stakeholders. Provide control and oversight of non-trade banking activities, including Account Services, Payments and Remittances, Inward and Outward Clearing, Check Collections, and Cash Letter services, while ensuring adherence to established controls, service standards, and regulatory requirements.

• Manage client inquiries and escalations through resolution, ensuring appropriate prioritization, ownership, follow-up, and communication.
• Coordinate time-sensitive and high-priority payment instructions with relevant processing teams, ensuring critical deadlines and client expectations are appropriately managed.
• Maintain and periodically review Standard Operating Procedures (SOPs), desktop procedures, and supporting documentation to reflect changes in processes, systems, controls, and regulatory requirements.
• Support the development and maintenance of contingency and business resiliency procedures for critical activities.
• Participate in contingency, disaster recovery testing with local schemes, and business resiliency testing; document results, identify gaps, and coordinate required follow-up and remediation.
• Ensure that non-trade transactions viz account services, payments and remittances, check processing etc are handled efficiently and effectively.
• Ensure that policies and procedures and delivery standards are met which ultimately should reflect in a satisfactory audit rating and acceptable level of customers’ satisfaction.
• Coordinate with Centralized Operations Team in Head Office to ensure all incoming and outgoing Funds Transfers are executed within established time frames.
• Serve as checker and owner of all account documentation.
• Ensure that all account documentation is updated on timely basis.
• Ensure strict compliance with the Bank’s Policies and procedures as well as all local laws and regulations.
• Establish Customer Service Standards and obtain SLA from Centralized Operations in HO.
• Analyze SDS MIS received from Centralized Operations in HO to ensure that SDS are in compliance with SLA.
• Coordinate with Centralized Operations in HO ensuring that Complaint Resolution System and culture is set up to respond to inquiries attending/resolving complaints (whenever necessary) to maximize customer satisfaction.
• Analyze Errors/ Complaints/ Inquiries MIS received from Centralized Operations, HO to determine root cause of problems and recommend controls needed to fix the gaps to maximize productivity and customer satisfaction.
• Prepare and ensure implementation of staff training plans to develop their skills and competence to perform assigned tasks accurately as well as efficiently and facilitate their career growth.
• Ensure that pre-advices are received via MT110 for all checks/ drafts drawn by correspondent banks on their accounts. Follow up with the customer to obtain missing details, if any.
• Actively participate in all AML committee meetings providing meaningful recommendations whenever necessary regarding whether to file Suspicious Activity Reports.
• Raise URF for any issues faced in the System(s).

Conduct testing of new system (s) and/or enhancements in existing systems and provide test results.

• Identify procedural gaps and recommend enhancements to strengthen operational controls, efficiency, and consistency of service.
• Monitor outstanding client requests, processing exceptions, and service issues, escalating matters requiring additional intervention or management attention.
• To ensure implementation of the Bank’s approved policies with efficient and accurate maintenance of records for production of MIS, Regulatory and other requirements.
• Use of best judgment in handling/processing of Collections, Remittances, Clearing Items and to interpret the situation and handle complex/odd cases.
• Manage the flow of work volume to comply with delivery standards vs banking hours.
• Take care of Business Group commitments to the customers and maintain adequate level of control simultaneously.

Finding ways/solutions with customers/branches in cases of wrong payments or debits/credits.