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Cash Management Customer Analyst

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BNP Paribas

29d ago

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Customer Relations
    Banking & Finance
  • Madrid

AI generated summary

  • You must understand BNPP organization, use Cash Management apps, and Microsoft Office. Communicate in English and possibly other languages. Exhibit strong analytical, problem-solving, and customer service skills.
  • You will ensure a positive client experience, manage Cash Management incidents, simplify requests, improve servicing quality, and collaborate with stakeholders to enhance client satisfaction.

Requirements

  • Understanding of BNPP Group Organization
  • Usage of all Cash Management related business application
  • Proficient in the use Microsoft Office
  • Cash Management services and product details
  • Cash Management transactions (reporting, payment means)
  • Cash Management risks and procedures
  • Ability to communicate in English (mandatory) and possibly in French (appreciated)
  • Ability to communicate in the country’s language (Spanish, Dutch, German… )
  • Excellent communication skills both verbal and written
  • Proficient in the use Microsoft Office
  • Excellent analytical and problem-solving skills for Cash Management related topics
  • Be customer experience driven and always interact well with the client
  • Take initiative for the improvement of daily servicing quality
  • Remain curious and proactive to have up to date level of information on new products and services

Responsibilities

  • To ensure a customer-experience driven daily servicing:
  • Offer a positive experience to the client
  • Understand client requirements to simplify requests
  • Answer any question related to business as usual Cash Management support requests
  • Promote "Selfcare" to the clients
  • To manage Cash Management incidents:
  • Identify incidents and send alerts to the clients
  • Measure the impacts of the incident and communicate them to the client
  • Communicate with the client until the incident resolution
  • Elaborate adapted reporting on recurrent incidents
  • Understand requirements to simplify requests
  • Create a post-incident plan and act on it
  • To continuously improve daily servicing quality:
  • Investigate on clients Cash Management activity to identify potential servicing improvements
  • Identify internal process optimization levers and communicate them to relevant stakeholders (BO, Compliance…)
  • Take part to improvement of client satisfaction and client satisfaction metrics (NPS)
  • Work in close relationship with the Account Manager (if any) in order to ensure the best client satisfaction

FAQs

What is the main objective of the Cash Management Customer Analyst role at BNP Paribas?

The main objective is to ensure the best client satisfaction possible while maintaining the standards of excellence of the BNPP Cash Management Servicing.

What are the key responsibilities of a Cash Management Customer Analyst?

Key responsibilities include ensuring a customer-experience driven daily servicing, managing Cash Management incidents, and continuously improving daily servicing quality.

What skills are essential for the Cash Management Customer Analyst position?

Essential skills include excellent communication skills in English (mandatory) and possibly in French, proficiency in Microsoft Office, strong analytical and problem-solving abilities, and a customer-experience driven mindset.

Is knowledge of Cash Management services required for this position?

Yes, a functional expertise in Cash Management services and product details is necessary to effectively perform in this role.

What kind of experience is expected for a candidate applying for this position?

Candidates should have a solid understanding of BNPP Group Organization and experience with Cash Management related business applications.

Are there language requirements for this role?

Yes, candidates must communicate proficiently in English, and knowledge of additional languages such as French, Spanish, Dutch, or German is appreciated.

How does BNP Paribas approach diversity and inclusion in recruitment?

BNP Paribas is committed to providing equal employment opportunities and aims to reflect the society we live in by considering candidates from underrepresented groups based on their qualifications and competencies.

Will I need to collaborate with other teams in my role as a Cash Management Customer Analyst?

Yes, you will work closely with various teams, including Business Managers, Relationship Managers, and EMEA Teams Hub, to ensure optimal service delivery.

What is the importance of promoting "Selfcare" to clients?

Promoting "Selfcare" enables clients to independently access information and services, which enhances their overall experience and satisfaction with Cash Management services.

What initiatives are emphasized for improving servicing quality?

Continuous investigation of client Cash Management activities, identifying internal process optimization opportunities, and contributing to client satisfaction metrics such as NPS are emphasized for improvement initiatives.

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BNP Paribas

The bank for a changing world

Finance
Industry
10,001+
Employees
1848
Founded Year

Mission & Purpose

more than 190,000 employees, including more than 145,000 in Europe. BNP Paribas holds leading positions in its three major operating divisions: ⚆ Commercial, Personal Banking & Services for all the Group’s retail banking networks and several specialised businesses, including BNP Paribas Personal Finance and Arval; ⚆ Investment & Protection Services for savings, investment and protection solutions; ⚆ Corporate & Institutional Banking, which is focused on corporate and institutional clients. The Group helps all its clients (individuals, community associations, entrepreneurs, SMEs, corporates and institutional clients) to realise their projects through solutions spanning financing, investment, savings and protection insurance. In Europe, the Group has four domestic markets (Belgium, France, Italy and Luxembourg) and BNP Paribas Personal Finance is the European leader in consumer lending. BNP Paribas is rolling out its integrated retail-banking model in Mediterranean countries, in Turkey, in Eastern Europe and a large network in the western part of the United States. In its Corporate & Institutional Banking and Investment & Protection Services activities, BNP Paribas also enjoys top positions in Europe, a strong presence in the Americas as well as a solid and fast-growing business in Asia-Pacific.