Bank J. Safra Sarasin Ltd is a leading sustainable private bank, offering all the advantages of the Swiss banking environment together with dynamic and personalised advisory services focusing on opportunities in international financial markets. The Bank provides a high level of services and expertise when acting as investment advisor and asset manager for private and institutional clients. Financial strength, excellent client services and outstanding quality are therefore key elements of its corporate philosophy. J. Safra Sarasin’s most valuable capital is its employees. They are essential to the success of the organisation, now and in the future. Their technical expertise, professional qualifications and social skills are highly valued by the Group’s clients, management and business partners. The success of J. Safra Sarasin depends on the enthusiasm and commitment of every one of its employees worldwide.DivisionChief Operating Officer Function/PositionHead Online Banking Support (Ref. 1253)LocationBaselFunction/Position objectivesIn this high-profile role you lead the Online Banking Support team and are the first contact for our Private Banking, Instutional Banking and External Asset Management clients for J. Safra Sarasin e-channels support. Responsibilities
Responsibility to lead and further develop the Online Banking Support team, ensure clients receive high-quality and fast support in line with the superior expectations of our demanding clientele
Manage and respond to requests and complaints from clients and client relationship managers related to J. Safra Sarasin e-channels (1st level support) over different media (by phone, e-mail, etc.)
Support clients in the activation of e-channels (incl. e-channel user access management), to ensure a smooth and seamless experience
Daily documentation of all requests in the corresponding ticketing system; identify and analyse problems which have to be forwarded to the 2nd level support; keep track of all open requests
Maintain tutorials and internal training material regarding the Online Banking functionalities; maintain customer support scripts and best practices
Active participation in the optimization and further development of operational processes in the Online Banking support
Participate in release cycles and user aceptance tests of updates on the Online Banking system / the Bank's e-channels
Profiles
Successfully completed commercial apprenticeship, preferably at a bank or other financial institution; a further education (e.g. FH) is an advantage
Several years of experience as 1st level call agent / client advisor at a financial service provider or in banking; good understanding of trading/financial instruments, payments and client reporting
Team player with several years of management experience, striving fore exceptional performance, combined with enterpreneurial thinking and a can-do attitude
Full proficiency in German and English; other languages such as French, Italian and Portuguese are an advantage
Strong service orientation, excellent communication skills and ability to lead conversations
Online and technical affinity (internet, mobile & PC support), general technical understanding of major internet browsers (Chrome, Safari, Firefox and Edge) and mobile devices (Android and iOS)
High motivation, flexibility to work in a challenging and dynamic environment
Activity rate100%Please send your application to:Only direct applications will be considered
