As part of the Payment and Service Operations function, the role is a client-facing support role. You will be expected to deliver best in class support to our client base by owning and managing client enquiries through to resolution.
- Provide excellent support to VPL’s growing client base (banking and corporates)
- Analyse, diagnose, investigate and resolve a variety of payment and service-related incidents and requests by working closely with other internal functions and partner banks
- Manage escalations from Strategic and Platinum Clients through to resolution, by analysing details and engaging the relevant business stakeholders
- Manage escalations of complex cases from colleagues, and provide any required training to bridge knowledge gaps
- Perform proactive analysis of Strategic and Platinum Client transactions and enquiries with a view to identifying service improvements
- Manage all incidents and requests in accordance with VPL’s policies, procedures, and contractual commitments
- Work proactively with clients and other internal functions to optimise the way they utilise VPL’s products and services, reduce exceptions or issues and prevent issues from reoccurring
- Provide feedback internally on how VPL’s service can be improved to reduce issues and exceptions or to improve the client experience
- Maintain constant communication with clients and keep the regularly informed of the status of outstanding case, in line with SLAs
- Communicate proactively wherever possible and ensure all written or verbal communication is of the highest standards and accurately recording in the case management system
- Build and maintain strong relationships with colleagues, clients, and partners
- Act as a delegate for the Client Support Manager
- Take part in various projects to make improvements and drive operational efficiency
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.
