E Banking Support

FICOBA

Responsabilities :The E-banking Support is a cross-bank support team for internal and external clients on E-banking topics.The main mission is to be the first point of contact of Relationship Managers and final clients to solve any request related to e-banking platform connectivity and functionalities.To achieve this, he/she will liaise with internal departments (IT support, e-banking development team, business management, etc…) to answer the request or find the most efficient solution to the problem.Support the clients of the e-banking platform.First level support and coordination of all clients’ queries.Connection assistance / connectivity problems resolution.Errors, malfunction, IT diagnostic.Functional queries.Queries related to clients’ banking operations.Act as a point of escalation for all cases at risk.Perform regular review of procedures and directives and their application to E-banking activity.Set up, supervise and analyze the KPIs and KRIs.Run regular quality reviews with the sponsors of the e-banking program.Ensure continuous review and streamlining of processes and tasks.Participate in the defining of the e-banking strategy and ensuring it is aligned with the Business Plan of the Bank.Profile :Experience in client facing positionKnowledge of bank back office/operations (cash transfer, securities, funds)Open to change and to challenge the existing status quoSeek opportunities for improvementExcellent communication skills, open & transparent communicationExcellent management of prioritiesRisk awarenessMicrosoft officeEnglish is a requirement, German/Italian or other language is a plusSwiss residence: Mandatory