Job Description

About the Role

What to expect?

• Validate, input and process technical customer requests correctly, timely and accurately using the appropriate applications.

• Ensure customer information is maintained in accurate and timely manner.

• Resolve and document technical customer inquiries regarding the status of their request for products and services activation in a timely, efficient and professional manner in accordance with the service level agreement, key performance indicators and escalation procedures. Liaise with customers, team members and other departments in order to resolve most of the customers' problems and queries.

• Interface with internal functions to ensure compliance in the delivery of products and services.

• Identify opportunities for improvement to processes, procedures or tools.

• Provide highest quality customer services and support in compliance with all internal and external procedures.

• Acquire operational, process and product knowledge to resolve customer inquiries and problems.

• May assist in technical projects by preparing reports/statistics presentations, schedules/ planning.

What you need to be successful?

• At least 1 year of experience in customer relationship environment.

• University degree in Computer Science, Electronics, Information Systems or related field. Or equivalent work experience.

• Detail-oriented with strong organizational skills and the ability to manage priorities and meet deadlines.

• An entrepreneurial mindset with a passion for delivering high-quality compliance services.

Competency Profile

01. Takes Accountab. for Delivering Results
Follows instructions and obtains clarification where required; makes decision in accordance to established procedures usually on predictable or recurrent issues. Delivers on commitments despite any difficulties encountered.

02. Demonstrates Operational Excellence
Adheres to all work procedures and processes, suggesting improvement where appropriate; maintains quality standards and follows security policies/standards; pays attention to detail

03. Expands knowledge
Displays openness and willingness to learn new skills and ways of working, including seeking out diverse assignments to enhance learning; shares new findings with others.

04. Bus Understanding and Commercial Sense
Demonstrates understanding of how own work contributes and adds value to the business; uses knowledge of SWIFT products and services and their benefits to customers; demonstrates ability to adapt to change while adhering to security standards.

05. Builds and reinforces cust relationships
Fosters effective relationships by listening actively and taking steps to identify and meet customer needs; demonstrates customer focus and friendliness in all activities and actions.

06. Leads with a team focus
Works effectively with others and recognises their contributions; adheres to SWIFT values.

07. Communicates effectively
Communicates effectively across a range of practical and operational issues; adjusts personal communication style to fit intended audience; listens to and respects other people's points of view.

What we offer

We put you in control of career

We give you a competitive package

We help you perform at your best

We help you make a difference

We give you the freedom to be yourself

We give you the freedom to be yourself. We are creating an environment of unique individuals – like you – with different perspectives on the financial industry and the world. An environment in which everyone’s voice counts and where you can reach your full potential regardless of age, background, culture, colour, disability, gender, nationality, race, religion, or veteran/military status.

Job Requirements