Client Service Excellence Officer

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Talent Acquisition - Network International

At Network International, every second counts. As a leader in the fast-paced world of financial services, we thrive on innovation, agility, and the relentless pursuit of excellence.

We recognize industry trends, the dual nature of technological advancements, and the scarcity of top talent. This is why we prioritize investing in our people. Here, you'll work alongside industry experts to solve complex problems and leverage cutting-edge technology to stay ahead of the competition.

We offer a culture where your skills are valued, your growth is prioritized, and your achievements are recognized—because winning isn't just our goal; it's our standard.

Job Description

The Client Service Excellence (CSE) officer is the in-house client service resource responsible for the delivery to resolution of service incidents and requests to successful completion and user satisfaction.

As a member of the NI Business unit, the CSE will work closely with the NI Business, Technical, and Operational teams to ensure outstanding service to NI clients.

Responsibilities

1. Log, assign, and manage all incidents and requests to resolver groups in a timely manner.
2. Ensure prompt communication of incidents to relevant Account Managers and Clients where appropriate.
3. Follow up on high-priority incidents and problems impacting client operations.
4. Assist in resolving high-priority issues with significant financial, customer service, or reputational impact.
5. Ensure all logged issues are closed within agreed timeframes and escalate delays appropriately.
6. Support Client users and refine processes to ensure optimal system stability and data integrity.
7. Work closely with Account Managers, acting as a support function for service and solution delivery.
8. Monitor and measure client satisfaction, identifying opportunities for process improvement.
9. Identify cross-selling opportunities with Clients.
10. Ensure client feedback is shared with relevant teams and escalated when necessary.
11. Attend client meetings, including project status, planning, and prioritization discussions.
12. Review Client requests and functional specifications to ensure clarity and alignment with business needs.
13. Work with Business Analysts and technical teams to resolve and implement system solutions.
14. Track and follow up on all client-raised issues, ensuring timely resolution.
15. Participate in SLA reviews and ensure adherence to service level agreements.
16. Drive process improvements and foster strong relationships with Clients and internal teams.
17. Create and maintain a daily operational dashboard, collaborating with NI functions to track SLA / OLA performance.
18. Participate in problem resolution for operational functions.
19. Conduct daily, weekly, and monthly discussions with the team to review reported issues and operational requirements.

General Responsibilities

1. Maintain a knowledge base of NI operations, applications, and client-related processes.
2. Demonstrate a strong understanding of NI and Client guidelines.
3. Stay accessible and proactive in ensuring excellent support to client banks.

Qualifications

1. Relevant Tertiary Qualification.
2. Payment industry experience, preferably in the Banking arena.
3. 3-5 years Account Management and Payment Back Office experience.
4. Knowledge of Schemes and processing platforms experience would be beneficial.
5. Knowledge of Issuing and Acquiring solutions.
6. Ability to work independently and take ownership within a clearly defined accountability framework.
7. Good oral/written communication and interpersonal skills for effective collaboration with clients.
8. Demonstrate excellent active listening and communication skills.
9. Knowledge of Payment scheme related processes and willingness to learn new skills.
10. Professional and Client Service orientation.
11. People skills - Calm, polite, and professional behavior.
12. Interest and understanding of business and Payment Systems.
13. Financial acumen.

Seniority level: Associate

Employment type: Full-time

Job function: Customer Service

Industries: IT Services and IT Consulting