Job Title: Cash Customer Analyst
Business Unit: Corporate and Institutional Banking
Contract Type: Permanent Contract
Location: Sandyford, Dublin
About BNP Paribas
At BNP Paribas, we center our values on what drives the company forward. Our driving forces are Agility, Client Satisfaction, Compliance Culture and Openness.
- Agility: we want to behave more simply to embrace useful innovation and digital transformation.
- Client Satisfaction: we believe that our success lies in being the customers' and clients' preferred choice.
- Compliance Culture: we believe in promoting clear rules to foster a strong culture of compliance and ethics
- Openness: we promote open-minded attitudes towards our stakeholders. We aim for everyone in Group to feel included, to have their say and be empowered
Our strengths are based off four key areas of Stability, Expertise, Responsibility and Good Place to Work
- Stability: we build upon our solid, long-term oriented management, our diversified and integrated business model and our international footprint.
- Expertise: we build upon our recognized and expanding knowledge of our teams.
- Responsibility: we build upon our culture of responsibility and integrity to ever better serve the interest of our customers
- Good Place to Work: we foster a stimulating workplace where people are treated fairly and with respect
Role:
Acting for daily servicing activities as the single point of contact answering the Cash Management support and product requests of BNPP Corporate clients
Objectives:
- 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
Qualifications & Experience required for this role:
Knowledge:
- Understanding of BNPP Group Organization
- Usage of all Cash Management related business application
- Proficient in the use Microsoft Office
Functional expertise:
- Cash Management services and product details
- Cash Management transactions (reporting, payment means)
- Cash Management risks and procedures
Technical skills:
- Ability to communicate in English (mandatory) and possibly in French (appreciated)
- Ability to communicate in the country’s language (Spanish, Dutch, German… )
- Excellent communication skills both verbal and written
- Proficient in the use 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
Why Work with Us?
- We are the bank for a changing world and aim to build positive change together with our employees
- We are a team of passionate people who genuinely care about what we do and the impact our work delivers to our clients. We operate in a highly collaborative, open-minded environment that embraces innovation and creativity
- Our remuneration and benefits packages are generous, with competitive salaries, a discretionary bonus scheme, company pension contribution, comprehensive private healthcare packages, and numerous other benefits
- We have a genuine commitment to work-life balance throughout the whole organisation. We are also committed to equality, diversity and inclusion and actively promote equal opportunities.
- Development and mobility is actively encouraged. We are a learning company - there is real opportunity to grow, develop and expand your skills, experience and career path.
- We are a global company operating in over 60 countries with over 190,000 employees from over 150 nationalities. In Ireland we have approximately 500 employees across Dublin and Galway working in Corporate Institutional Banking (CIB) and BNP Paribas Security Services (BP2S) and Greenval.
Compliance Culture: We believe in promoting clear rules to foster a strong culture of compliance and ethics. We would expect any incoming member of staff to respect all financial security related legislation, including: anti-money laundering (AML); countering the financing of terrorism (CFT); international financial sanctions and embargoes (IFS); anti-bribery and corruption (ABC); KYC; ongoing client related data screening; and transaction monitoring. BNP Paribas have clear policies on these topics which all staff are expected to familiarise themselves with upon successful entry to the Group.
Equality and Diversity
BNP Paribas is an equal opportunities employer and proudly cultivates a diverse workforce. We believe that diversity of experience enhances our service offering to clients and leads to a better working environment. We encourage applications from the best candidates regardless of age, ethnicity, gender, gender identity, nationality, disability, sexual orientation, socio-economic background, parental and caring status, or religious belief.
By submitting your application, you agree to BNP Paribas completing a background check and screening in advance of any potential offer being made
