BNP Paribas Corporate & Institutional Banking

Client Service Desk Analyst (BB-1B63A)

Found in: Neuvoo CA

Description:

At BNP Paribas Canada, it is our employees which make the difference... Our 75 nationalities are part of our diversity!

Do you like challenges, a structured framework, the prospect of optimizing and innovating? You are known for your originality and want a certain freedom to think while sharing your knowledge and ideas?

... Come help us contribute to the growth of our Canadian platform!

You will benefit amongst other things from:

  • Access to social volunteer and recreational programs, via our many Employee Resource Groups (ERGs)

  • Opportunities for career development through active internal mobility and our innovative training program: Canada Academy

  • A brand new workspace, flexible, comfortable and easily adaptable to your needs: remote work opportunities, standing desks, innovation lab., open meeting rooms and spaces

  • As a Graduate, you will also benefit from a Development Program that aims to help your further your career by discovering your potential through customized trainings, coaching & networking sessions.

    MISSION AND OBJECTIVES

    The Corporate Banking Client Service Desk is tasked with two main missions:

  • Level 1 support for our Corporate Banking Cash Management and Trade Finance products inclusive of e-Banking suite of products.

  • Providing the “Americas” corporate clientele with a single point of contact that is responsible to handle inquiries related to their e-Banking, Corporate Banking products and related operational needs. 

  • The Corporate Banking Client Service Team must be client focused and operationally savvy. They will need to provide level 1 support (External Client Contact) for e-banking and Corporate Banking issues, escalate when appropriate, seek out answers, and follow up, on all client inquiries including those beyond their area of expertise and remit. Additionally they must be able to handle client queries related to operational matters. The mission of the team is to “triage” client questions or concerns, address and or escalate where necessary, ensuring prompt attention and follow up for full and complete answers to the client (internal or external). The position will require development and understanding of both business knowledge and technical understanding of the services provided by GTS (Global Transaction Solutions) Client satisfaction is the primary mission of the team. 

    REPORTS TO 

  • VP Client Service Manager, Montreal

  • MAIN RESPONSIBILITIES

    This position does not require management of staff.

  • Contribute directly to the Permanent Operational Control device: by applying the procedures, carrying out monitoring and alerting superiors to any malfunction/issues

  • Represent BNP Paribas to its customers in keeping with the highest standards of quality in terms of content and presentation

  • Facilitate the client on-boarding, for existing clients, in coordination with other stakeholders including Client Relationship Units, Referential, Client Implementation, etc.

  • Facilitate registration, maintenance and support tasks for the Electronic Banking Suite of products offered by BNP Paribas:

    Handle documentation and coordination for: Setup/Modification/Deletion of Company/Accounts/Users

    Provide product trainings, demos and ongoing assistance

    Handle basic technical / functional trouble shooting and support

  • Provide feedback on customer experience either via standard tools (call log, reports) or on an ad hoc basis (crisis escalation to line Manager and Relationship Manager):

    Proposal of system enhancements and new ideas/solutions based on client feedback

    Refer any marketing opportunities to Client Relationship Unit if applicable

  • Manage operational support for a portfolio of customer accounts and act as back up for other agents when required

  • Handles coordination of customer request to various departments

  • Timely handling of all incoming queries/requests via Phone/Email channel and log all requests on the tracking tool used

  • Participate in UAT (User Acceptance Testing) and other business case testing as needed

  • Maintain expertise on all product lines and systems supported/used by the team

  • Filing and Document management

  • Participation in department meetings and other activities of the bank

  • Handle various tasks and projects which may be assigned by manager from time to time

  • N.B. – The chosen candidate must be available to work any of the various shifts at the discretion of the manager. (Shifts are: 8am to 4pm 9am to 5pm 10am to 6pm). Availability to work on Canadian and US Holidays and on weekends


    REQUIREMENTS

    TRAINING AND OCCUPATIONAL EXPERIENCE

  • University degree, preferably Bachelor in Business Administration or IT

  • Previous experience in the field of banking operations/client service

  • Experience in legal documentation and/or project management would be considered a strong asset

  • ESSENTIAL SPECIFIC REQUIREMENTS

  • Languages: Fluent in Spanish, English, and French (written and spoken); Portuguese would be considered a strong asset.

  • Proficient in MS Office (Word, Excel & PPT)

  • Good working knowledge/understanding of Computers/Systems/Electronic Banking Platforms/ERP Systems

  • Good working knowledge of Cash products (Payment Structure, SWIFT MTs, etc.) and basic understanding of Trade products (LCs, SBLCs, BGs, etc.)

  • Good time management skills with the ability to work accurately while under pressure

  • SKILLS AND BEHAVIOURS

  • Strong customer service skills

  • Detail oriented

  • Highly effective communicator, written and oral, with good interpersonal skills

  • Ability to work in a highly autonomous team environment with minimal supervision

  • Ability to work with precision in a fast paced environment

  • Resourcefulness and creativity

  • About BNP Paribas

    With more than 200,000 employees in 72 countries, the Group serves nearly 32 million individual customers and 850,000 professionals, entrepreneurs, SMEs and large companies. BNP Paribas is a leading bank in the euro zone and a leading international banking player.

    Did you know? In 2019, BNP Paribas named World’s Best Bank for Corporate Responsibility 2019

    About BNP Paribas in Canada

    With more than 900 employees, BNP Paribas Canada continues to attract experts from diverse fields as well as ambitious young talent from around the world. We are proud to offer our employees a rewarding and international workplace where they can build their professional careers by honing their skills, meeting challenges and enriching their knowledge of the financial industry.

    A recruitment policy that promotes equality and diversity:

    BNP Paribas is an equal opportunity employer. BNP Paribas recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, sex, disability, age, and other protected status (Employment Equity Act).

    Part of BNP Paribas dedication to diversity, multiculturalism and inclusion is clearly reflected on how we believe and live diversity and inclusion all together. As such, one of BNP Paribas’ initiatives is hosting Employee Resource Groups (ERGs) which are focused on equality of gender, sexual orientation and learning from other cultures. 

    We can assist with access to job offers for people with disabilities who may be unable to use our career site - please contact us by email canada_recrutement [at] ca.bnpparibas (dot) com or by phone on 514-285-6000

    Want to know more about the BNP Paribas Group?

    https://group.bnpparibas/en/group

    ** Only selected applications that meet the requirements of the role will be contacted **

    calendar_today4 days ago

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