Job Purpose:
To provide first line support to clients on banking products and assist to process electronic files for clients.
Preferred Requirements:
3+ years’ experience working with SQL.
Certificate or Diploma in an administrative field
A minimum of 1-year experience in a similar role
2+ years’ experience in MS Office, especially Word and Excel
Sound knowledge of Bank and Insurance industry
Personality Attributes:
Must be customer focused and enjoy establishing good customer relations.
Exceptional written and verbal communication skills
Strong analytical and interpersonal skills
Proactive and adept problem solver
Able to keep information confidential.
Should exhibit excellent time management and organizational skills to complete the assigned work effectively.
Honest and trustworthy.
Ability to work in a team and as an individual.
Good presentation skills
Ability to work under pressure and adhere to deadlines.
Role Responsibilities:
First Line Support - monitor communication channels and provide first line response for any customer queries, problems and incidents raised.
Incident & SLA Management - ensure incidents are handled, escalated and resolved within the agreed SLA times.
Test Support - support testing partners with any queries or issues raised during the industry testing (i.e. pre go-live) phase
Product implementation and maintenance - To implement, monitor and maintain the operation of products and services for the customer.
Knowledge management - Responsible for creating and maintaining knowledge base content for operational support.
Take accountability for client files. Ensure that all transactions/files are processed timeously, and feedback are supplied to clients.
Document findings and provide regular incident reports to stakeholders.
Maintain effective system information and ensure that updates occur timeously.