Cash Customer Analyst

at  BNP Paribas

Job Title: Cash Customer Analyst
Business Unit: Corporate and Institutional Banking
Contract Type: Permanent Contract
Location: Sandyford, Dublin
About BNP Paribas
At BNP Paribas, we center our values on what drives the company forward. Our driving forces are Agility, Client Satisfaction, Compliance Culture and Openness.
Agility: we want to behave more simply to embrace useful innovation and digital transformation.
Client Satisfaction: we believe that our success lies in being the customers’ and clients’ preferred choice.
Compliance Culture: we believe in promoting clear rules to foster a strong culture of compliance and ethics
Openness: we promote open-minded attitudes towards our stakeholders. We aim for everyone in Group to feel included, to have their say and be empowered
Our strengths are based off four key areas of Stability, Expertise, Responsibility and Good Place to Work
Stability: we build upon our solid, long-term oriented management, our diversified and integrated business model and our international footprint.
Expertise: we build upon our recognized and expanding knowledge of our teams.
Responsibility: we build upon our culture of responsibility and integrity to ever better serve the interest of our customers
Good Place to Work: we foster a stimulating workplace where people are treated fairly and with respect

ROLE:

Acting for daily servicing activities as the single point of contact answering the Cash Management support and product requests of BNPP Corporate clients
Objectives:
To produce the best client satisfaction possible
To maintain the standards of excellence of the BNPP Cash Management Servicing

KEY RESPONSIBILITIES:

To ensure a customer-experience driven daily servicing:
Offer a positive experience to the client
Understand client requirements to simplify requests
Answer any question related to business as usual Cash Management support requests
Promote “Selfcare” to the clients
To manage Cash Management incidents:
Identify incidents and send alerts to the clients
Measure the impacts of the incident and communicate them to the client
Communicate with the client until the incident resolution
Elaborate adapted reporting on recurrent incidents
Understand requirements to simplify requests
Create a post-incident plan and act on it
To continuously improve daily servicing quality:
Investigate on clients Cash Management activity to identify potential servicing improvements
Identify internal process optimization levers and communicate them to relevant stakeholders (BO, Compliance…)
Take part to improvement of client satisfaction and client satisfaction metrics (NPS)
Work in close relationship with the Account Manager (if any) in order to ensure the best client satisfaction

QUALIFICATIONS & EXPERIENCE REQUIRED FOR THIS ROLE:

Knowledge:
Understanding of BNPP Group Organization
Usage of all Cash Management related business application
Proficient in the use Microsoft Office
Functional expertise:
Cash Management services and product details
Cash Management transactions (reporting, payment means)
Cash Management risks and procedures
Technical skills:
Ability to communicate in English (mandatory) and possibly in French (appreciated)
Ability to communicate in the country’s language (Spanish, Dutch, German… )
Excellent communication skills both verbal and written
Proficient in the use Microsoft Office
Excellent analytical and problem-solving skills for Cash Management related topics
Soft skills/mindset:
Be customer experience driven and always interact well with the client
Take initiative for the improvement of daily servicing quality
Remain curious and proactive to have up to date level of information on new products and services