Head Online Banking Support (Ref. 1253)

View: 167

Update day: 26-03-2024

Location: Basel Basel-Stadt BS

Category: Executive management Production / Operation

Industry: Financial Services Banking

Position: Director

Job type: Full-time

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Job content

Function/Position objectives

Responsibilities

Responsibility to lead and further develop the Online Banking Support team, ensure clients receive high-quality and fast support in line with the superior expectations of our demanding clientele
Manage and respond to requests and complaints from clients and client relationship managers related to J. Safra Sarasin e-channels (1st level support) over different media (by phone, e-mail, etc.)
Support clients in the activation of e-channels (incl. e-channel user access management), to ensure a smooth and seamless experience
Daily documentation of all requests in the corresponding ticketing system; identify and analyse problems which have to be forwarded to the 2nd level support; keep track of all open requests
Maintain tutorials and internal training material regarding the Online Banking functionalities; maintain customer support scripts and best practices
Active participation in the optimization and further development of operational processes in the Online Banking support
Participate in release cycles and user aceptance tests of updates on the Online Banking system / the Bank’s e-channels

Profiles

Successfully completed commercial apprenticeship, preferably at a bank or other financial institution; a further education (e.g. FH) is an advantage
Several years of experience as 1st level call agent / client advisor at a financial service provider or in banking; good understanding of trading/financial instruments, payments and client reporting
Team player with several years of management experience, striving fore exceptional performance, combined with enterpreneurial thinking and a can-do attitude
Full proficiency in German and English; other languages such as French, Italian and Portuguese are an advantage
Strong service orientation, excellent communication skills and ability to lead conversations
Online and technical affinity (internet, mobile & PC support), general technical understanding of major internet browsers (Chrome, Safari, Firefox and Edge) and mobile devices (Android and iOS)
High motivation, flexibility to work in a challenging and dynamic environment

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