Digital Services Expert

About the Role

We are seeking a highly motivated and customer-oriented individual to join our team as a Digital Services Specialist, specializing in providing support for our online banking products.

Key Responsibilities

• Act as the primary point of contact for customers seeking assistance with online banking products and services.
• Resolve customer inquiries and issues by providing accurate and timely information via phone, email, or chat support channels.
• Help customers with online account setup, password resets, and general troubleshooting.
• Educate customers about various features and functionalities of our online banking platform to enhance their user experience.
• Troubleshoot technical problems and escalate complex issues to the appropriate teams for resolution.
• Maintain comprehensive knowledge of the bank's online banking products, policies, and procedures.
• Keep meticulous records of customer interactions, transactions, and inquiries using our CRM system.
• Collaborate closely with other team members and departments to resolve customer concerns efficiently.
• Stay up-to-date with industry trends and advancements in online banking technology.
• Organise and set up internal training modules.

Requirements

• High school diploma or equivalent; bachelor's degree preferred. Hospitality graduates are welcomed.
• Proven experience in a call center or customer service role, preferably in a banking or financial institution.
• Strong understanding of online banking products, functionalities, and processes.
• Proficient in using online banking platforms, mobile applications, and related technologies.
• Excellent verbal and written communication skills, with the ability to explain complex concepts in a clear and concise manner.
• Exceptional problem-solving skills with a keen attention to detail.
• Ability to multitask, prioritize and work efficiently in a fast-paced environment.
• Patience, empathy, and a genuine desire to help customers.
• Proficiency in using CRM systems and other call center software applications.
• Trilingual proficiency (French, English and German) is mandatory
• Residence in Switzerland a must.

About Us

Lombard Odier is a renowned global wealth and asset manager with a strong focus on sustainable investing. We are an innovative bank of choice for private and institutional clients, with a comprehensive offering of discretionary and advisory portfolio management, wealth services and custody. Our mission is to provide a fresh investment perspective for our clients, and we are committed to excellence, innovation, respect, integrity, and being one team.

We promote a diverse and inclusive work environment for our employees and candidates, and we strive to ensure that our employees can fulfill both their personal and professional aspirations by encouraging internal mobility and individual upskilling programs. We believe that building diverse teams contributes to our successes and to deliver on this, we actively embed diversity, equity and inclusion in our business strategy.