Attributions of the Customer Support & IT Operator within Marfin Bank (Romania) .:
1. Daily ATM monitoring
Provides back-up for ATM Management activity;
Ensures a proper communication in case of incidents with: the ATM supplier, card processor / outsourcing company, responsible branches, IT Department, other departments from Head Office.
2. Activity Reporting
Drafts reports requested by other departments or direct line managers, in order to produce evidences related to:
the volume of inbound calls;
the types of requests received;
the clients’ categories depending on the volume of inbound calls etc.;
Other information which could help the Bank for the marketing campaigns, problem identification and could contribute to the efficiency of department activity.
3. Current activities
Answers phones professionally for the customer support line from Monday to Friday between hours;
Provides customers with information about the products and services offered by the Bank;
Identifies the clients according to the Cards Operations Manual before revealing any information;
After the client was identified correctly:
Follows up customer calls where necessary;
Identifies and escalate priority issues;
Drafts the answers to the clients’ complaints related to the specific Retail Banking activity, obtains the feedback from the relevant departments and ensures that they are properly and in due time responded;
Participates in: meetings, call conferences, new products implementation, systems’ and products’ tests.
Provides the requested information related to his personal account
Activates new issued cards based on the form of card collection signed by the client and received from the branch
Blocks and restricts cards based on customer’s request.
Unblocks the PIN based on customer’s request and accidental block.
Routes calls to appropriate resource when the Cards area is exceeded.
For the Internet banking service the Customer Support & IT Operator has the following responsibilities:
To offer general or detailed information regarding the use of E-banking service, respectively the online interface, for Clients and Branches;
Together with the company`s administrator, informs and drafts the authorization scheme and the usage rights for each employee;
Enable / unlock accounts;
Checking in T24 payments (doubled / performed) made thru e-banking service, requested by phone or e-mail;
Informs clients with regard to the taxes and commissions available for transactions;
Redirecting e-mails related to various technical errors on the online interface that require thorough checking from other departments;
Centralization of all calls received monthly for this service and reporting them to the involved departments in the solving process.
For the IT operations activities the Customer Support & IT Operator has the following responsibilities:
Performs the daily routine of operating, maintaining the adequate functionality of the data systems and monitors the data processes, services and applications in the IT Department, in keeping with the internal procedures ; reports quickly and acurate the incidents occurred within their functioning towards the head of the department;
Operates the daily closing, data backup and archiving, labels and keeps records of the storage media;
Takes the calls and the problems from the users, through HP Service Manager, email or phone, diagnose the problem and then walk the individual through how to fix the situation. Should further help be needed, the computer operator will contact the the 2nd and 3rd level support specialists or advise the users how to do so on their own, upon case. Informs the users with reference to the solving of the issues they raised;
Provides 1st level assistance for the issues occurred in the functioning of the data network and of the applications, such as user login support, printing issues debuging, etc.;
Centralizes all phone calls / e-mail messages received by type of customer, product or service type requested;
Identifies correctly customer credentials using the banks information systems;
Directs customers to existing branches depending on the degree of interest shown by them to banking products and services required;
Performs card activation/block or re-issue new Pin number;
Performs ATM monitoring;
Provides support on using e-banking service for Clients and Branches;
Activates /unlocks accounts, tokens;
Checks in T24 payments (doubled/performed) made by e-banking service following request received by phone or e-mail;
Collaborates with IT Department / Operations Department regarding the functionality of Internet Banking application;
Receives the complaints to service call center by identifying the object and transmit them to the competent departments;
Prepares monthly reports regarding the Unit’s activity.
Experience/ Education requirements
Previous similar experience 2-4 years;
Good knowledge of English language;
Serious, loyal, reliable, flexible, possess developed negotiation skills, is result oriented and is a good team member;
A good analytical skill, synthetic mind and is willing to invest a lot of time in his/her work,
Basic modern computer systems knowledge;
Good communication skills , ability to collaborate and work within the team;
Ability to dictate any computer related issues to the fullest extent;
Good organizational skills (maintaining files, tapes, records, etc.);
Availability to work in shifts (also night shifts)
Competitive salary package;
Subscription to a private medical center;