Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive.
This role is based in Jersey and as such all normal working days must be carried out in Jersey.

JOB DESCRIPTION

Join us as a Customer Service & EQ Helpdesk Analyst

• You’ll be working within our customer contact team in both EQ helpdesk and our corporate service team
• You’ll be liaising with customers and businesses to accurately collect information to solve their queries
• We’ll look to you to deliver successful outcomes for your customers by investigating their queries and understanding their needs
• You’ll be able to showcase your knowledge and enthusiasm as you deal with a variety of different customers daily
• To be considered for this role, you’ll need to specifically state on your CV that you have the right to live and work in Jersey

THE SKILLS YOU’LL NEED

We’re looking for someone with strong interpersonal skills to listen to our customers, develop relationships with them and maintain an understanding of their needs.
To excel in this role, you’ll have strong customer-focused mindset including the ability to prioritise customer satisfaction by handling queries with empathy, professionalism and efficiency. You’ll have familiarity with banking systems and payment processes. Prior experience with payment platforms, reconciliation tools, or financial systems is ideal.

You’ll also demonstrate:

• A proactive approach and a strong investigative mindset, including the proven ability to use critical thinking and problem-solving skills
• The ability to work effectively within a team environment by sharing insights and supporting colleagues to resolve complex cases
• A proficiency to work well in a fast-paced environment and have good attention to detail to deliver by deadlines

As a Customer Service & EQ Helpdesk Analyst, you’ll be responding to queries from customers promptly and tactfully within our SLAs whilst providing technical support to our EQ customers.

Your day-to-day will include:

• Providing general & technical support to EQ users, including administrators and authorisers
• Investigating and resolving day to day enquires including payment-related Queries using a variety of internal applications
• Processing EQ applications in line with company policies and procedure