Client Transactional Support

JOB PURPOSE

The Client Transactional Support is responsible for supporting Corporate & Institutional Banking (CIB) clients in the execution, optimisation, and digitalisation of their transactional banking activities.

The role focuses on providing high-quality support for payment instructions, digital banking channels, transactional banking solutions, transaction monitoring, payment workflow optimisation, and client transactional queries.

The position contributes to the bank’s commercial and operational objectives by improving client experience, increasing digital adoption, identifying transaction trends, supporting payment product usage, and strengthening operational controls around client transaction flows.

RESPONSIBILITIES

1. Payment Execution and Transactional Banking Support

Support CIB clients in the use of transactional banking services, including local payments, international transfers, account-to-account transfers, bulk payments, standing instructions, salary payments, and other payment solutions.
Review payment instructions for completeness, clarity, consistency, and operational readiness before submission for processing.
Ensure that payment instructions are handled within applicable cut-off times, service standards, and internal procedures.
Liaise with Banking Operations, Treasury, Compliance, IT, and Relationship Managers to resolve payment-related queries, rejects, delays, investigations, or exceptions.
Monitor pending transactional instructions and ensure proactive follow-up until resolution.
Support the proper handling of high-value, urgent, or complex payment flows while maintaining strong control discipline.

2. Security and Operational Controls

Act as a first line of defence by ensuring that payment instructions are handled in accordance with internal procedures, delegated authorities, client mandates, and control requirements.
Conduct mandatory security controls, including call-backs with authorised client representatives where applicable.
Verify that payment instructions are consistent, properly authorised, and operationally valid before processing.
Identify unusual, inconsistent, incomplete, urgent, high-value, or sensitive payment instructions and escalate them appropriately.
Maintain proper evidence of controls performed to support audit, compliance, and internal review requirements.
Contribute to reducing fraud risk, payment errors, duplicate processing, delays, and operational losses.

3. AML/CFT Review

Review transactional instructions to ensure that the payment purpose, counterparty details, jurisdiction, transaction amount, and supporting information are consistent with the client’s known business activity and expected transaction profile.
Identify transactions involving high-risk countries, sensitive sectors, unusual counterparties, complex payment routes, or other risk indicators, and escalate them for the appropriate internal review and approval.
Request, review, and assess supporting documents such as invoices, contracts, agreements, payment justifications, or other underlying documentation to confirm the legitimacy and economic rationale of the transaction.
Perform transactional screening checks, including sanctions, adverse media, politically exposed person exposure, high-risk jurisdiction indicators, and other screening requirements in line with internal procedures.
Detect and escalate potential AML/CFT red flags, suspicious patterns, inconsistent documentation, unusual transaction behaviour, or transactions that do not align with the client’s expected activity.
- Maintain proper records and evidence of compliance checks, escalations, approvals, and supporting documents to ensure auditability and control effectiveness.

4. Digital Channel Support

Support the onboarding, activation, and usage of corporate digital banking channels from a transactional banking perspective.
Assist clients with payment workflows, user access queries, approval matrices, payment templates, transaction limits, file uploads, and digital payment execution.
Encourage clients to migrate from manual instructions to secure digital banking channels to improve efficiency, traceability, turnaround time, and risk control.
Monitor client adoption of digital channels and identify clients with low usage, recurring difficulties, or operational barriers.
Work with IT, Operations, and Relationship Managers to resolve digital banking incidents and improve the client experience.
Provide client feedback on digital banking functionality, usability, and operational gaps to support platform enhancement.

5. Client Service, Queries and Complaint Handling

Serve as a key operational point of contact for CIB clients on transactional banking matters.
Responding to transactional queries from corporate clients, Relationship Managers, Banking Operations, Compliance, Treasury, and other internal stakeholders.
Providing accurate information while ensuring adherence to banking procedures, confidentiality standards, and regulatory requirements.
Ensure proactive communication with clients and Relationship Managers on pending instructions, missing information, delays, and resolution timelines.
Recording client complaints received through various channels, including telephone, email, and internal communication.
Identify recurring client issues and propose practical solutions to improve service quality.
Sharing relevant client feedback on client service and recurring pain points with Relationship Managers to support long-term client relationship management.

6. Transactional Banking Product and Payment Solutions Advisory

Provide guidance on transactional banking products and payment solutions, including local payments, international transfers, bulk payments, salary payments, standing instructions, digital payment templates, file upload solutions, MT101 payment initiation, MT940/MT950 account reporting, and other transaction banking services.
Support clients in selecting the most appropriate payment channel or solution based on their transaction volume, frequency, urgency, approval structure, operational setup, and business requirements.
Advise clients on payment cut-off times, value dates, settlement timelines, charges, required documentation, formatting requirements, and operational best practices.
Identify opportunities to migrate recurring or high-volume manual payment flows to more efficient and secure channels, including digital banking, bulk payment files, MT101, structured payment templates, or other transaction banking solutions.
Support the continued development and improvement of the bank’s transactional banking and payment solutions offering for CIB clients.

7. Activity Monitoring and Reporting

Maintaining clear records of instructions received, actions taken, pending items, escalations, and completion status.
Supporting the preparation of operational updates, follow-up reports, and transaction monitoring information where required.
Ensuring proper housekeeping of shared mailboxes, trackers, and internal records.

MINIMUM JOB REQUIREMENTS

Bachelor degree in Banking, Finance, Business Management or any related field
At least 1 year's experience within the Banking sector preferably within the Corporate and Institutional Banking

COMPETENCIES

Strong sense of confidentiality and professional ethics.
Strong analytical and critical-thinking skills
Strong client-service mindset.
Ability to understand client transaction flows and operational needs.
Ability to work under pressure, especially during payment cut-off periods and month-end peaks.
Be familiar with banking and financial regulations
Good knowledge of AML/ CFT
Good organisational skills and ability to manage multiple priorities.
Strong follow-up discipline and ownership of assigned tasks.
Ability to work collaboratively with Relationship Managers, Operations, Compliance, Treasury, and other internal stakeholders.
Good communication skills in English and French\
Continuous improvement mindset.
Ability to challenge incomplete, unclear, or inconsistent payment instructions professionally.
Willingness to learn and develop expertise in transaction banking and digital banking solutions.

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