E Banking Support

E Banking Support

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 :

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