Client Support Officer German-speaker (M/F)
East-West United Bank
Luxembourg, Luxembourg
il y a 24j

Client Support Officer German-speaker (M / F)

Are you looking to join a multi-cultural team who values independence and ownership?

Then Transactional Banking at EWUB is the right fit for you. The team is looking for a dynamic Client Support Officer to enhance client experience of its Direkt Bank platform (deposits of individuals opened via Internet).

Our CSO will be responsible for day-to-day operating of Direkt Bank platform. He / she will make sure that transactions are monitored, issues are detected and promptly escalated to involved departments, including outsourcing companies.

He / she will also be responsible for the 2nd line of customer support services providing advice for specific situations escalated from the Call Center.

Your contributions to the team include :

  • Monitor daily Direkt Bank functioning : collecting, following and escalating customer issues to internal (Operations, IT, Legal, Compliance) and external (Call Centre, IT processing) participants.
  • Consult and advise Call Center for specific situations with clients. Organize and manage outbound campaigns to customers.
  • Communicate to IT software provider for non-standard issues with automatic processing, deploying workarounds. Follow the current scope of Business Requirements.
  • Organize and participate to regular user acceptance tests within our Bank;
  • Monitor relationship with two outsourcing companies, providing efficient daily contact and interaction;
  • Ensure correct application of regulatory requirements to the product;
  • Report regularly to the Management on operational activity;
  • Analyze customers’ data & behavioral pattern and benchmark against peers, formulate proposals for product offering modification based on such analysis;
  • Provide back-up for Transactional Banking operational activity;
  • Elaborate Business Requirements for internal projects of Transactional Banking division;
  • Actively contribute to improving customer services.
  • What you’ll need to be successful :

  • University / Bachelor’s degree;
  • Minimum 3 years of experience in customer service / business analysis / project management;
  • Perfect communication and cooperation skills;
  • Strong analytical and problem-solving skills;
  • Team player, service oriented person;
  • Fluency in German and English. Other languages will be considered as assets.
  • Strong PC literacy, capability to work with environment close to IT support.
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