Officer, Technical Helpdesk Advisor (Fluent English, Italian and one of either, Dutch, German or Spanish) recruitment
GCSO supports both the front office teams within the Corporate Banking division of Bank of America Merrill Lynch and supports the treasury, commercial credit and technical service needs of Global Corporate Bank and Global Commercial Bank clients. The GCSO division provides Cash Management products and services to a global client base. The GCSO division assists our Clients to manage their Treasuries and Cash levels efficiently.
GCSO is split into Fulfillment Servicing, Documentation and Operations businesses.
Fulfillment and Servicing Global Client Fulfillment Servicing is responsible for the implementation and servicing of all treasury, credit and depository solutions primarily for the Global Commercial and Corporate Bank clients. Our team works directly with clients and collaborates with business partners to provide a seamless world class fulfillment and service experience.
Documentation is responsible for on boarding of new clients to ensure that Bank of America Merrill Lynch meets both the regulatory and internal AML/KYC requirements. The Documentation Team also provides guidance and training to other members in EMEA Fulfillment and Sales regarding legal documentation, AML requirements and client requests.
Operations The Operations division within GCSO, facilitates 36 incoming and outgoing high-value low-value, cross-border and multicurrency payments utilizing a number of internally developed and vendor supported payment systems and infrastructure. Operations teams are located in the Americas (U.S., Canada and LATAM), Europe, Middle East and Africa (EMEA) and Asia.
Responsibilities:
The successful candidate will be required to build up a good knowledge base in a range of the Bank’s web based products, provide ongoing daily support to the Bank’s clients together with accurate resolution and guidance on all product related issues and questions. Since many of the Bank’s clients are located throughout Europe and the Middle East, fluency in English, Italian and one of either, Dutch, German or Spanish are required for this position.
With multiple client requirements being coordinated at any one time within the team, strong technical, organisation, time management and communication skills will be key in ensuring the success of the client support issues assigned to the Technical Helpdesk Adviser. A focus on quality, creativity and teamwork are a pre-requisite for this role. The primary task is Application Support
The position will also require the candidate to interact with and work alongside the Sales, Product, Implementation, Client Service and Operations Departments to provide the client with an ever-increasing level of service. In addition, the role will also require the candidate to broaden their skills and cross train to support the Bank’s EDI products and also be able to provide client training on any of the Banks Electronic Cash Management products.
Requirements:
- Prospective candidates must be able to demonstrate that their knowledge and skill set would complement and bring added value to the EMEA Technical Helpdesk Team, typically from the following key areas:
- Fluency (both verbal and written) in English, Italian and one of either, Dutch, German or Spanish are required for this position.
- Candidate’s verbal and written language skills will be tested during the interview process.
- Proven client service skills.
- Good communication, presentation and interpersonal skills.
- Strong time management and a sense of team work.
- A sound knowledge of the Internet technologies and at least 2 years experience in a client support or a client training type position is required for this role.
- Good knowledge of Windows and Browsers.
- Ability to troubleshoot Browser related issues.
- Knowledge of Electronic Banking Products an advantage.
- Knowledge of SWIFT message types and an understanding of payment formatting an advantage.
- Knowledge of Microsoft Word, Excel, PowerPoint and Outlook.
- With multiple client requirements being coordinated at any one time within the team, strong organisation and time management skills will be key to ensuring the success of the client support tasks assigned to the associate. A focus on quality, creativity and teamwork are also a pre-requisite