International Temp Contractor, Global Technology and Operations recruitment
Overview
Bank of America is one of the world's largest financial institutions, serving individual consumers, small and middle market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk-management products and services. The company provides unmatched convenience in the United States, serving more than 59 million consumer and small business relationships with more than 6,100 retail banking offices, nearly 18,700 ATMs and award-winning online banking with nearly 29 million active users. Following the acquisition of Merrill Lynch on January 1, 2009, Bank of America is among the world's leading wealth management companies and is a global leader in corporate and investment banking and trading across a broad range of asset classes serving corporations, governments, institutions and individuals around the world. Bank of America offers industry-leading support to more than 4 million small business owners through a suite of innovative, easy-to-use online products and services. The company serves clients in more than 150 countries. Bank of America Corporation stock is a component of the Dow Jones Industrial Average and is listed on the New York Stock Exchange.
Responsibilities
- To deliver technical phone support, email resolution in a timely manner with error-free quality concerning functionality inquires to large corporate, middle market external and internal clients across Asia.
- Incident Management, Problem Management and Service Level Management in a timely manner. Identify, resolve and discover root causes through research and analysis to provide solutions to basic and complex service requests in a timely manner with error-free quality
- Handle escalations of more complex issues by managing the coordination of workflow to business partners and ensuring timely resolution
- Systematically gather and analyze relevant information to accurately define a problem. Solicit input from clients and business partners to produce permanent solutions rather than quick fixes
- Support Cash Management products and services
- Maintain processes and technical documentation to ensure they are up-to-date
- Maintain up-to-date working knowledge of the bank's client access products/services, payment, internal operations and local practices
- Real time logging of support cases, weekly and month end reporting required.
Requirements
- Education
- Posses a good Diploma or Degree in IT discipline. Outstanding candidates with an unrelated educational background will be considered on an individual basis.
- Past Experience
- Previous experience in banking or related position would be a distinct advantage
- Languages
- Fluent English, Mandarin and Cantonese.
- Thai, Japanese and Korean would be a distinct advantage.
- Technical skills
- Candidate must also possess strong analytical and troubleshooting knowledge of current Windows operating systems, Internet Explorer browsers, web-based banking products, computer hardware and software environment.
- General competencies
- Ability to working in the fast-paced and pressurized environment.
- Client focused, solution oriented approach to problem solving.
- Strong verbal and written communication skills, teamwork and flexibility are required.
- A self-motivated, friendly team player with good interpersonal skills as well as the ability to work independently.
- Strong verbal and written communication skills, teamwork and flexibility are required.
- He/she needs to be technically inclined and has the aptitude to learn new skills and have the initiative to take ownership of problems.
- Customer service skills and experience will be an advantage.