CIB Inquiries Investigations Officer - Corporate Banking Operations
BNP Paribas is a leading European bank with an international reach. It has a presence in 72 countries, with more than 202,000 Employees – including more than 154,000 in Europe and over 5,000 in Portugal alone.
BNP Paribas is present in Portugal since 1985, having been one of the first foreign banks to operate in the country. Today, BNP Paribas has several entities operating directly in this territory, offering a wide range of integrated financial solutions to support its clients and their businesses.
Worldwide, the Group has key positions in its three main activities: Domestic Markets and International Financial Services (whose retail-banking networks and financial services are covered by Retail Banking & Services) and Corporate & Institutional Banking, which serves two client franchises: corporate clients and institutional investors. The Group helps all its clients (individuals, community associations, entrepreneurs, SMEs, corporate and institutional clients) to realise their projects through solutions spanning financing, investment, savings and protection insurance.
ROLE AND RESPONSIBILITIES
Handle, manage and follow-up inquiries requested by the countries and internal teams to guarantee Corporate Banking Operations (CBO) operational delivery:
Ensure that all inquiries are properly declared on case management tool and keep them up to date following the escalation procedure implemented
Ensure the customer problems are delegated to the right team in order to guarantee efficiency
Knows the E2E processes and interlocutors (internal and site)
Should be able to take proactively the appropriate measures and trigger actions
Be able to catch the seriousness of the issues and solve inquiries
Ensure that all tasks are under control and duly verified
Handle “Phone calls” with sufficient comprehension of the subject area, to solve unusual as well as common work problems.
Ensure and control the correct activity during the day in order to ensure the CBO operational delivery
Mitigate the operational risk to improve CBO efficiency:
Apply procedure in force (generic & specific procedures, manuals of activities…)
Raise technical issues immediately to the hierarchy
Contribute for tool’s improvement / performance to facilitate daily activity
Contribute to CBO image/Reputation and efficiency by fulfilling his (hers) responsibilities well and on time:
Clients Satisfaction consolidation
CBO positive image from stakeholders (internal and external) –
Lower corrective actions expenses
Improve Clients profitability
Attend sites Weekly/Monthly meetings if needed
Participate to improve current processes on a bottom-up approach to increase the quality of service
Increase versatility by developing skills on various products to improve the quality of service
- Advanced level of English
- Good communication: ability to report issues, to provide help and to suggest improvements
Ability to identify priorities and act in clients’ best interest
Process oriented and high level of integrity
Good knowledge of CBO procedures and methods
Good knowledge of operational risks areas
Ability to use Microsoft Excel to design and to modify spreadsheets.
Tools: Case management tool, Payment engines, inquiry and control tools
Please note that only applications submitted in English will be considered.
In case you are selected for this role, further documentation will be requested to support your hiring process.
BNP Paribas is an equal opportunity employer and proud to provide equal employment opportunity to all job seekers. We are actively committed to ensuring that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Equity and diversity are at the core of our recruitment policy because we believe that they foster creativity and efficiency, which in turn increase performance and productivity. We strive to reflect the society we live in, while keeping with the image of our clients.