Cash Customer Analyst

YOUR TEAM

You will work in our Cash Customer Service Switzerland which is a versatile and multi-skilled team of Analysts and Account Managers, based in Zurich Switzerland. We provide daily support to Strategic Complex Centralized clients of the bank in German, French and English language. 

DAILY WORK: 

Key activities :

• To ensure a customer-experience driven daily servicing: 
  • Offer a positive experience to the client
  • Understand client requirements to simplify requests  
  • Answer any question related to business as usual Cash Management support requests
  • Promote “Selfcare” to the clients  
• To manage Cash Management incidents:
  • Identify incidents and send alerts to the clients  
  • Measure the impacts of the incident and communicate them to the client
  • Communicate with the client until the incident resolution  
  • Elaborate adapted reporting on recurrent incidents 
  • Understand requirements to simplify requests  
  • Create a post-incident plan and act on it  
• To continuously improve daily servicing quality:
  • Investigate on clients Cash Management activity to identify potential servicing improvements
  • Identify internal process optimization levers and communicate them to relevant stakeholders (BO, Compliance…)
  • Take part to improvement of client satisfaction and client satisfaction metrics (NPS)  
  • Work in close relationship with the Account Manager (if any) in order to ensure the best client satisfaction

PROFILE: 

• Professional Skills/Know-how:
  • Fluent in English, German,  French would be an asset.
  • Proficient in the use Microsoft Office 
  • Understanding of all Cash Management related business application would be appreciated
  • Knowledge of Cash Management services and product details, transactions (reporting, payment means), risks and procedures are appreciated
  • Analytical Ability: Excellent analytical and problem-solving skills 
• Professional Career Track/Experience:
  • Experience interacting with clients at all levels
  • Experience working with remote teams
  • Middle-office or Back-office experience appreciated
  • Enthusiasm and appetite to discover the various aspects of International Cash Management

EXPERTISE AND SKILLS: 

Business skills: 

• Middle Office Operations 
• Customer Complaints & Questions Management 
• Transaction Processing and Data Capture 

Transversal skills: 

• Ability to develop and leverage networks 
• Analytical Ability  

Behavioural skills: 

• Client Focused  
• Ability to Synthetise/Simplify  
• Communication Skills – Oral & Written  
• Adaptability  

Tools / technologies / methodologies: 

• CRM TOOLS 

Why join us ?

BNP Paribas in Switzerland is a bank of reference active in Geneva, Zurich and Lugano. It is a major European partner for companies, as well as institutional and private clients. Joining BNP Paribas will give you the opportunity to take part in an authentic company project, in which innovation and career management act as driving forces to help talents emerge, express themselves fully and open up to career opportunities on an international level, by integrating a group that stands as a leader within the Eurozone. Please visit us at BNP Paribas Suisse.

In a changing world, diversity, equity and inclusion are key values for the well-being and the good performance of teams. At BNP Paribas, we wish to welcome and retain all talents, without any distinction: together we will build the finance of tomorrow, innovative, responsible and sustainable.

Finally, we insist on the particular importance of having our employees act daily in a spirit of ethical and professional responsibility.

NB: all terminologies apply in both the feminine and the masculine.