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.