Cash Customer Analyst

September 22, 2022
Employment contract
Standard / Permanent
Location
CH-ZH-Zurich
Job / Mission
CUSTOMER RELATIONSHIP MANAGEMENT
Reference
1 B000553
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Mission 

Acting for daily servicing activities as the single point of contact answering the Cash Management support and product requests of BNPP Corporate clients

Objectives

  • To produce the best client satisfaction possible
  • To maintain the standards of excellence of the BNPP Cash Management Servicing

Responsibilities

  • 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

Searched Profile: 

  • Proficient in the use Microsoft Office 
    • Understanding of BNPP Group’s organization( appreciated)
    • Understanding of all Cash Management related business application (appreciated)
    • Knowledge of Cash Management services and product details, transactions (reporting, payment means), risks and procedures (appreciated)
    • Excellent analytical and problem-solving skills 
  • Professional Career Track/Experience:
    • Recent graduates will be considered with at least 6 month of work 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
  • Behavioral Skills:
    • Client focused: Customer experience driven and always interact well with the client
    • Excellent communication skills both verbal and written in English and French or German, any other language is a plus
    • Ability to synthetize/simplify
    • Resilience
    • Ability to collaborate/Teamwork
    • Attention to detail/rigour
    • Organisational skills
    • Adaptability
    • Ability to share/pass on knowledge

BNP Paribas is committed to providing a work environment that fosters diversity, inclusion, and equal employment opportunity without regard to race, color, gender, age, creed, sex, religion, national origin, disability (physical or mental), marital status, citizenship, ancestry, sexual orientation, gender identity and gender expression, or any other legally protected status.
We are moreover convinced that Equity and Diversity definitively foster creativity and efficiency which in turn increase performance and productivity. We strive to reflect the society we live in, while keeping with the image of our clients.
We pride ourselves in preventing from any kind of discrimination and need our employees to handle this responsibility as their own duty.