Our client is a leading private bank located in the south of Brussels.
Digital Officer
Job description
As Digital Officer, you will be responsible for the following tasks: Customer Care & User Support on new e-services
- Provide frontline support to clients via various digital channels including email and phone, addressing inquiries related to digital solutions, account access, and technical issues
- Assist clients in accessing, navigating digital platforms, offering guidance on account setup and troubleshooting common issues.
- Propose standard parameters on e-devices to ease utilization of new e-features
- Detect learning & development needs of the Front in dealing with digital tools to give optimal support to (changing) client needs.
- Onboard clients to new digital solutions to make sure they live a positive first experience
- Monitor client satisfaction
- Challenge way to operate client support with new ideas to make it more effective and efficient
- Give input to Management layer with regards to market and/or personnel needs to influence the digital development calendar in close collaboration with front office and business development
- Give input to Business Owners to adjust existing tools or to offer valuable features
- Develop adequate on-the-job training (e-learning, material/guides, demo's, …) to deal with shortfalls in knowledge or digital skills of sales staff,
- Organize & give work floor support to front users in the assigned region/ offices
- Provide input on Front Office training requirements: follow training provided by Group on new features involving the front office or the clients
- Monitoring of e-activities: set-up a client cartography to track and analyse the usage of e-services and propose to project managers
- Review, test and challenge digital solutions expected to be deployed
- Enable and foster banker's mobility and paperless client meetings …
- Define appropriate actions based on analysis results
- Participate with and provide input to the Group Digital and Local Management for future evolutions based on the analysis results
- Develop commercial pitch adapted to the launch of new features
- Develop client support programs to ensure adequate use of latest digital tools & achieve client conversion targets: helpdesk, hands-on workshops & seminars, online training tools (guides, video's, …)
- Proactive contact with clients to boost adoption and usage of new e-services (in close collaboration with Client advisors and assistants)
Profile
The requested qualifications for this Digital Officer position include:
- Business related academic background (Marketing, Communication, Economics, IT…)
- Experience in giving client support as well as on-the-job training
- Fluent in Dutch and French, English is a plus.
- Relevant experience in Client service, digital transformation initiatives and/or digital support
- Relevant work experience in the banking sector (by preference in Private Banking) is a plus
- Excellent communication & interpersonal skills with ability to collaborate effectively with diverse teams
- Client centric (internal & external)
- Problem solving attitude and attention to details
- Strong communication skills, with the ability to effectively articulate complex technical concepts to non-technical audiences
- Digital minded
- Entrepreneurial
- Structured, positive approach to deal with other's shortcomings
- Result & service oriented
- Ability to multitask and prioritize tasks in a fast-paced environment
- Capable to work cross functional
- Embracing and supporting change initiatives
- Team player attitude
- Interest for digital solutions and its development is a plus
Offer
Our client offers:
- A full-time mission to start Asap for at least 4-6 months (with possibilities for a permanent contract)
- An attractive package including extra-legal benefits
- A contract of 37 hours
- 2 days of Home working / week after training
- A great workplace with nearby facilities
- Opportunities for professional development and career advancement
- Collaborative and inclusive work environment within a Pan-European Group
- Access to comprehensive training programs
- Employee discounts on banking products and services
Practical information
Robert Half Belgium
Robert Half Belgium
Avenue Arnaud Fraiteur 15-23, 2nd floor block B,
1050 Brussels
Robert Half Belgium
Avenue Arnaud Fraiteur 15-23, 2nd floor block B,
1050 Brussels
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