iQuest Management Consultants
Job Title: Business Online Banking – Support Specialist
Location: Bahrain
Working Days & Hours: Normal working days (Sunday to Thursday)
8 Hours (If required, ready to work on flexible timings between 7:30 am to 6:30 pm)
Contract Period: Min 1 Year (To begin with)
Experience Requirements: Min 3-5 Yrs in banking application support & testing
Duties & Responsibilities
Customer Servicing for BoB
Ensures that high-quality customer service is delivered to all incoming callers/emails in line with the policies and procedures as laid out by NBB
in available time limit and Customer Service, the courtesy process followed (Opening, Closing, Content)
Ensures all complaints are resolved at the right level for superior customer experience
Ensures update of all logs appropriately in accordance with policies and procedures of the Bank
Assists in sharing calling information with respective departments and/or relationship managers for expected support
To follow up on the calls/emails of the customer which includes liaising with other departments
Learn and able to do the customer setup as per the application form received from the customer
Coordinate with the commercialization team for any updates/issues related to customer setup
Interact with other departments (e.g. IT / Ops / CPD etc) in case required for the support of the customer
Assist the customers with necessary service request forms to amend the configuration maintained on the BoB
Do the necessary follow-up with other departments (RM / Operations / IT etc) to get the necessary requests/service issues resolved
Escalate the issues wherever deemed necessary to make sure the customer is not affected
Testing & Integration
Participate in the testing activities to enhance the platform or test the new features/functionalities introduced on the Bob platform
Ensures that any issue reported by the customer is verified and the appropriate bug is raised with IT / Ops or another team for resolution
The necessary follow-up to be done with IT / Ops or other departments who need to be involved in bug fixing
Carry out the testing making sure the bug is closed with all possible scenarios/parameters involved in the process
Verify the production environment after the movement of bug fix by IT
Maintain the proper log of the activities performed and issues closed
Prepare & Review the test cases whenever required
Interact with vendors for testing/development requirements
Coordination with other departments for the purpose of testing & integration
Experience in online banking preferred
Good communication skills