Secteur: banque / finance / assurances
Taille: Entre 20 et 100 employés
New Access provides agile and scalable Front-to-Back software solutions designed to meet the specific requirements of the private banking and wealth management industries. Evolving in a complex and changing regulatory environment New Access’ solutions help bankers to connect conveniently and efficiently with their clients thanks to new digital channels.
Our offer covers the full client relationship lifecycle from account opening, through client data and document management to the management of their portfolios:
Onboarding and Client Relationship Management (CRM), secure Electronic Document Management System (EDMS) with LOGICAL ACCESS®, Portfolio and Order Management (PMS/OMS) with EQUALIZER®, Client Data Management with CIM and a comprehensive Core Banking solution with APSYS.
New Access’ Front-End solution BANKER’S FRONT integrates in one 360° view all information linked to the client including: onboarding processes, documents, portfolios, and client data.
New Access provides professional and personalized Managed Services, which involves operating or running IT systems as well as application management services for its clients.
With headquarters in Geneva, New Access already installed its solutions in over 180 sites in 19 countries.
Description de l'annonce:
We are looking for a Client Support Manager who is passionate by Support activities and would like to have a career in an international company, in the Private Banking domain, within an exciting environment
The candidate will integrate a cross-functional support team split between Switzerland and Tunisia, and will contribute to the creation of positive customer experience by providing support services (Tier 1 and Tier 2) on our banking products, ranging from Front-Office to Back-Office.
The candidate will have as main responsibilities, to
Handle client service or support related incoming requests
Ensure that all client issues are tracked and resolved in a timely manner
Ensure customer satisfaction by responding promptly to customer inquiries.
Respond to and resolve complex client issues through incident recognition, research and isolation, resolution, escalation and follow up.
A global experience of 10 years or more, including more than 3 years in team management
A past experience on client support activities, in Banking/Finance domain.
Ability to stay calm when customers are stressed or upset.
Excellent communication skills and ability to maintain high customer service and satisfaction
Ability to apply logical principles and analytical thinking to solve practical problems
Strong interpersonal skills, and ability to collaborate with others
Detail-oriented with good organizational skills
Good written and oral English level
Good knowledge of Finance and Banking domain.
Good knowledge of Oracle RDBMS and SQL is a plus