JOB PURPOSE

To assist in the implementation of value added cash management products and act as first line customer support on cash management product related issues to ensure products sold are implemented to agreed service standards and customer satisfaction levels are met

ACCOUNTABILITIES

• Product Implementation: Project manage the implementation of cash management solutions with clients, ensuring that all customer and Internet set ups are complete to facilitate successful implementations for each deal
• UAT Support: Support the product team in the production and execution of test scripts for new products, managing the resolution of any errors to support acceptance from the customer
• Product and Service Support: Provide product and service support for customers and relationship managers, liaising closely with operations teams to ensure any issues are resolved to the customer’s satisfaction
• Policies, Processes, Systems and Procedures: Adhere to all relevant organisational and departmental policies, processes, standard operating procedures and instructions so that work is carried out to the required standard and in a consistent manner while delivering the required standard of service to customers and stakeholders
• Self-Management: Manage self in line with the bank’s people management policies, procedures, processes and practices to ensure adherence and to maximise own contribution to business performance
• Customer Service: Demonstrate Our Promise and apply the ADCB Service Standards to deliver the bank’s required levels of service in all internal and external customer interactions