Digital Services Specialist (80-100%)

Digital Services Specialist (80-100%)

Within the Lombard Odier Private Clients unit (PC) the Digital Client Support as part of the COO Office organization has the main mission to design, implement and manage the day to day operational execution of key Banking & Digital servicing.

The team is based in our Geneva headquarter and operates mostly & globally as first point of contact for the internal clients (mainly Bankers and their Assistants) and external client for all Digital services matter.

We are seeking a highly motivated and customer-oriented individual to join our team as Digital Services Specialist, specializing in providing support for our online banking products but also eager to develop and support other internal services for our clients and bankers.

As a Digital Services Specialist, you will play a crucial role in assisting our customers in navigating and utilizing our online banking platform effectively and occasionally other activities. Your excellent communication skills and product / services knowledge will enable you to provide exceptional customer service and ensure a seamless online banking experience and optimal service.

YOUR ROLE:

• Act as the primary point of contact for customers seeking assistance with online banking products and services.
• Resolve customer inquiries and issues by providing accurate and timely information via phone, email, or chat support channels.
• Help customers with online account setup, password resets, and general troubleshooting.
• Educate customers about various features and functionalities of our online banking platform to enhance their user experience.
• Troubleshoot technical problems and escalate complex issues to the appropriate teams for resolution.
• Maintain comprehensive knowledge of the bank's online banking products, policies, and procedures.
• Keep meticulous records of customer interactions, transactions, and inquiries using our CRM system.
• Collaborate closely with other team members and departments to resolve customer concerns efficiently.
• Support the development of other services as required

YOUR PROFILE:

• High school diploma or equivalent; bachelor's degree preferred. Hospitality graduates are welcomed.
• Proven experience in a call center or customer service role, preferably in a banking or financial institution.
• Strong understanding of online banking products, functionalities, and processes.
• Proficient in using online banking platforms, mobile applications, and related technologies.
• Excellent verbal and written communication skills, with the ability to explain complex concepts in a clear and concise manner.
• Exceptional problem-solving skills with a keen attention to detail.
• Ability to multitask, prioritize and work efficiently in a fast-paced environment.
• Patience, empathy, and a genuine desire to help customers.
• Proficiency in using CRM systems and other call center software applications.
• Experience in other banking activities / services (i.e. fees, middle-office,…) most welcome.
• Trilingual proficiency (French, English, Spanish), Italian and German a plus.
• Residence in Switzerland mandatory.