Asset & Wealth Management

Job Description :

As an Asset & Wealth Management - Product Associate in the Private Bank Payments Support team, you will be the first point of contact for product users who need assistance. You will provide technical support, coordinate issue investigation and resolution, and ensure a seamless payments processing experience for our clients. This role offers the opportunity to work independently, liaise with multiple teams, and contribute to the enhancement of our products.

Job Responsibilities:

• Analyze issues and inquiries raised by users using products in the United States (US) Private Bank Payments assisted channel platform, to identify if the issue is technical in nature or a training opportunity, provide immediate response and support for business as usual (BAU) payment activity, and ultimately ensure service level agreement and timely resolution is met for each inquiry/issue reported
• Coordinate Production support for technical incidents/outages impacting Private Bank payment processing, including creating issue communications for large audiences of user groups and senior leadership engaging Product/Technology/Rapid Response teams as required, and assessing impact to payments (e.g. total volume and amount of missed/corrupted payments that require further action).
• Interface with users from all business groups who use the Private Bank assisted channel payments products, to understand the nuances of various business models and use cases within payments products, and engage appropriate contacts when required
• Navigate internal systems to facilitate routing and assigning support tickets to appropriate team(s), and pulling regular metrics to report to Product team on issue volumes, trends, etc. for insight into where product can be enhanced or further trained
• Identify areas of improvement and take action to request necessary updates/changes with Product team
• Provide high level of customer service skills in order to defuse potentially difficult and/or upset customers and complex issues
• Work independently with minimal supervision and escalate issues as necessary to resolve user requests in a timely manner
• Liaise directly with Product team to help test new features, create contingency and support playbooks when required, and log defects in product backlog
• Aggregate and distribute monthly reporting & metrics for incident/outages (root cause, steps to remediation, duration/Service Level Agreements (SLA), and impact to the business) as well as BAU support inquiries (issue trends, training opportunities, repeated vs. one-off issues) to Product, Technology, and senior leadership via Product Scorecard

Required qualifications, capabilities, and skills:

• Basic banking product knowledge and an understanding of operational flows and technical integrations are required to support this position.
• Strong analytical and communication skills, in order to liaise across multiple business groups and technology teams, quantify impact due to a technical incident or outage, and create clear and concise communications for large distributions and to senior leadership.
• An evidenced and accomplished history of independent problem-solving work. Ability to multi-task and work under pressure in a team environment.
• Strong interpersonal skills with provenleadership abilities
• Ability to directly manage an employee, identify opportunities for growth and create development plans accordingly, and possess manager and leadership capabilities
• Excellent oral and written communications skills, with ability to effectively communicate business-friendly description of issues, available workarounds, and adjust communication content depending on audiences
• Excellent analytical skills, with ability to quickly identify impact (e.g. total number and amount of impacted payments due to a technical issue), analyze large quantities of data in Excel (e.g. VLOOKUP function, Pivot tables, etc.), and communicate summary of analysis effectively.
• Proven ability to operate effectively in a matrix organization with the ability to work under pressure with tight deadlines to ensure payment support is provided in a timely manner to reduce number of missed payments.
• Serving clients and delivering exceptional client service must appeal to you
• Maturity in handling situation and ability to deal with conflicts constructively
• Project a confident and professional presence to our users, clients, other bank departments and the community

Preferred qualifications, capabilities, and skills:

• At least two years or the equivalent Client Service, Operations, or Technology experience, primarily in the banking or financial service industry.