Operational Support Specialist
2 weeks ago
Job Overview:
We are seeking an exceptional Operational Support Analyst to join our team at Profession Hub. As a key member of our support team, you will play a crucial role in providing first-line support to clients on banking products and assisting with the processing of electronic files.
About the Role:
- Provide high-quality first-line support to clients via various communication channels
- Manage incidents and ensure timely resolution within agreed Service Level Agreement (SLA) times
- Collaborate with testing partners during the industry testing phase
- Implement, monitor, and maintain products and services for clients
- Develop and maintain knowledge base content for operational support
- Take ownership of client files and ensure timely processing of transactions/files
- Prepare incident reports and provide regular feedback to stakeholders
- Maintain accurate system information and ensure timely updates
Key Responsibilities:
- First Line Support: Monitor communication channels and respond promptly to client queries, problems, and incidents
- Incident & SLA Management: Handle, escalate, and resolve incidents within agreed SLA times
- Test Support: Assist testing partners with queries or issues raised during the industry testing phase
- Product Implementation and Maintenance: Implement, monitor, and maintain products and services for clients
- Knowledge Management: Develop and maintain knowledge base content for operational support
- Client File Management: Take ownership of client files and ensure timely processing of transactions/files
- Reporting and Feedback: Prepare incident reports and provide regular feedback to stakeholders
- System Maintenance: Maintain accurate system information and ensure timely updates
Requirements:
- 3+ years' experience working with SQL
- Certificate or Diploma in an administrative field
- A minimum of 1-year experience in a similar role
- 2+ years' experience in MS Office, especially Word and Excel
- Sound knowledge of Bank and Insurance industry
Personality Attributes:
- Customer-focused and excellent communication skills
- Strong analytical and interpersonal skills
- Proactive and adept problem-solving skills
- Honest and trustworthy
- Ability to work under pressure and adhere to deadlines
Salary Estimate: Based on industry standards and location, we estimate the salary range for this position to be between $60,000 - $80,000 per annum, depending on experience and qualifications.
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