Digital Banking Specialist
6 days ago
We are seeking a highly skilled Digital Banking Specialist to join our team at FAB.
The ideal candidate will have a deep understanding of digital banking and be able to design and implement effective solutions to meet the needs of our customers.
Job DescriptionThe Digital Banking Specialist will be responsible for leading project handling of the Contact Center by raising IT requirements, designing new processes and features within the CRM and IVR channel.
The successful candidate will provide efficient solutions to increase productivity, First Call Resolution, and Net Promoter Score.
The role requires strong analytical skills and business logic, with experience in Call Centre, IVR, and CRM, internet and mobile banking.
The ideal candidate will supervise work assigned to the team and ensure that all work within a specific area is carried out efficiently, consistent with operating procedures and policy.
They will lead the team in identifying potential areas of improvement and opportunities to streamline tasks by introducing system automation to increase operational efficiency.
Maintain an in-depth understanding of contact center requirements and work closely with the operations team to formalize and author Project BRDs and improvement requirements, effectively managing and improving the technology offering at the contact center.
Key Responsibilities:
- Manage day-to-day operations of all direct banking channels activities
- Supervise work assigned to the team
- Ensure that all work within a specific area is carried out efficiently
- Lead the team in identifying potential areas of improvement
- Introduce system automation to increase operational efficiency
Requirements:
- Bachelor's degree in commercial or technical field
- Minimum 2 years' experience within the customer service industry
- General banking experience with sound operational understanding
- Understanding of Contact Centre technology, such as IVR and web, and workflow management software
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