Cash Customer Analyst

BNP Paribas is a leading European global bank with presence in 65 countries, with more than 190,000 employees. The corporate banking division of the bank, CIB, offers capital markets, securities services, financing, treasury and advisory solutions to large corporate and financial institutions. A recognized leader in sustainable finance, the Group is actively working towards an ambitious goal:  finance a net-zero economy by 2050.

The Nordic region is a clear strategic priority for BNP Paribas and the Group has made and will continue to make investments to strengthen its teams across every business line in the region.

The Payment and Cash Management Servicing Team is looking for a Cash Customer Analyst

Purpose scope of the role

Providing daily servicing activities as the single point of contact answering the Cash Management support and product requests of BNPP Corporate clients with objective to:

• 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

Experience, Qualifications & Competencies

Knowledge:

• Understanding of BNPP Group Organization is a plus
• Usage of all Cash Management related business application

Functional expertise:

• Cash Management services and product details
• Cash Management transactions (reporting, payment means)
• Cash Management risks and procedures

Technical skills:

• Fluent English
• Knowledge of any other Nordic level is a plus
• Excellent communication skills both verbal and written
• Proficient in the use of 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

 

As the Bank for a changing world, we truly believe that promoting diversity makes it better. It helps us as well to better serve our customers and communities from every background. As a global bank, we want to welcome and retain all talents. Empower them to prosper in an inclusive workplace, regardless of gender identity, age, origin, beliefs or sexual orientation, and irrespective of whether or not they are living with a disability,  as each of them have their own experience and identity.

Join us and bring your full self to work!