About BNPP in the Nordics
BNP Paribas is the global bank with the strongest presence on the ground in the Nordic region. We have close to 900 employees based locally in the Nordics andoffer our clients a wide range of services through our business units; BNP Paribas Corporate and Institutional Banking, Arval, BNP Paribas Asset Management, Alfred Berg, BNP Paribas Cardif, BNP Paribas Factor, BNP Paribas Leasing Solutions, and BNP Paribas Personal Finance.
Arval BNP Paribas is a provider of operating leasing in 30 countries worldwide. Our passion for Service, Sustainability, and Solutions is brought to life by each and every one of our people – who we call Journey Makers.
About this opportunity
Main scope of the role
Provide outstanding support to drivers by complete and timely resolution of their inquiries, exceeding expectations at every interaction, doing so in compliance with Arval policies and procedures.
What you will do
- Respond promptly and professionally to drivers’ inquiries via phone, email, Livechat and other channel
- Steer drivers to preferred network (Arval Centers)
- Manage service booking requests
- Open claims in case of accidents
- Handle roadside assistance requests / follow-up sensitive roadside assistance events
- Organize mobility (incl. booking of relief vehicles)
- Explain Arval products and related processes
- Assist with general info requests
- Understand existing digital tools functionalities, steer driver to use them
- Provide support in using digital tools: MyArval for drivers and others
- Update driver data
- Manage additional / ad-hoc / out-of-contract requests, including recharges
- Manage other administrative tasks and related back-office activities
- To support constant improvement of quality of service provided to drivers:
- Qualify and record reasons for inbound and outbound interactions
- Document all interactions and maintain details records in the CRM
- Identify, process, and record incoming complaints
Relevant experience and requirements
- Focus on customer experience
- Excellent communication skills, both speaking and writing in Norwegian
- Flexibility (able to switch between tasks, work in multiple systems)
- Able to collaborate with different teams
- Empathy: listen and understand drivers’ problems
- Problem solving skills
- Rigor and attention to details
Hiring Manager
Global Operations Director, Martin Flateby
Diversity Statement
As the Bank for a changing world, we truly believe that promoting diversity makes it better. We welcome all talents and empower them to prosper in an inclusive workplace. Join us and bring your full self to work with your own experience and identity!
About BNPP:
BNP Paribas is the European Union’s leading bank and key player in international banking. We operate in 63 countries and have nearly 183,000 employees globally.
Our mission is to contribute to a responsible and sustainable economy by financing and advising clients according to the highest ethical standards. We offer secure, sound and innovative financial solutions to individuals, professional clients, corporates and institutional investors while striving to address the fundamental challenges of today with regard to the environment, local development and social inclusion.
