Job Description
Responsible for the proper management of Lead-to-Cash and Customer-in-Life processes for Savings Accounts and Current Accounts products, whether managed directly in-house or outsourced.
Responsible for the controls applied to Area processes, ensuring their continuity and effectiveness.
Collaborates with the Business Lines to ensure the timely resolution of customer issues.
Expert in the processes managed, ensuring the necessary expertise to address critical issues and adding value through problem-solving skills.
Provides second-level support where necessary in managing individual activities and collaborating with Suppliers.
Key Responsibilities:
• Verifies incoming documentation and manages customer files to complete the Lead-to-Cash processes for in-scope products.
• Ensures the timely management of documentation received by post, email, and fax to assist in resolving customer issues.
• Manages Service Requests and FileNet queues related to customer requests during both onboarding and post-sales.
• Assists in regularizing customer records in compliance with due diligence regulations (AMS, CRS, FATCA, etc.).
• Implements all control procedures, as required by internal processes, on managed documentation.
• Manages all collateral activities (required by current legislation or internal procedures) aimed at perfecting procedures.
• Manages and collaborates with the bank's departments to efficiently resolve customer issues.
• Manages requests received from the Complaints Office, according to the agreed-upon timelines, and supports the department in conducting further investigations, including to improve operational processes.
• Independently updates the Area's operating manuals and procedures.
• Contributes to updating Area reporting.
• Actively contributes to process improvement with a view to customer experience, cost reduction, and risk mitigation.
• Supports Area Outsourcers in any context required by internal processes or unforeseen operational needs.
• Contributes to supplier management by verifying proper compliance with contracts and service level terms. In this context, the role monitors individual supplier activities and addresses any issues and critical issues that may arise, including in daily operations, managing appropriate escalations both within their organizations and within the Bank. The role monitors service and verifies the consistency of identified samples with requirements and the indicated management.
• Supports the Technical and Business Departments in analyzing anomalies related to production flows.
• Reports any incidents and manages them according to company policies (first line of defense).
Experience and qualifications
• High school degree or diploma
Main Competences and Skills:
• Strong aptitude for teamwork and interpersonal relationships
• Precision, curiosity, and a strong results-oriented approach
• Analytical skills, written communication skills, activity planning, problem-solving, organizational skills, and autonomy.
• Customer- and results-oriented
• Proactive, initiative-driven
• Familiarity with Microsoft Office
• Ability to adapt quickly to dynamic and evolving environments