As a Global Client Application Support (CAS) Senior Specialist II, you will provide consultative support to internal and external clients via phone and/or e-mail on a variety of technical issues for a wide range of web based and internal applications. This includes troubleshooting file transmissions and automated reports, identification, research and resolution of client issues, response to client requests within strict service level requirements, document, triage, track and monitor requests to ensure timely resolution; all while demonstrating the Five Keys principles  to provide a world-class client experience.  Candidates should demonstrate a high degree of professionalism, have outstanding customer service and technical skills, be able to work independently, manage multiple projects and issues, and possess a strong attention to detail.  In this role, you will be a central point of contact between our Global CIB clients and Technology team.

 

Job responsibilities:

Act as a liaison between our clients, internal customers, technology, and product management Document, triage, communicate, escalate and follow-up on client issues and requests Provide consultative support while promoting self-service for future client issues Share best practices to help clients optimize use of their card program services Provide a high level of intuitive problem analysis  Support business partners in platform initiatives Perform in-depth end-to-end reviews of client issues on a regular basis and provide analysis and recommendations to managers and senior leadership  Identify process improvements and own execution in some instances 

Required qualifications, skills and capabilities:

College degree or equivalent work experience required Minimum 2 years of help desk or equivalent work experience preferred Demonstrate strong oral and written communication with peers and business partners Experience improving business processes, workflow, and procedures Solid analytical and organizational skills Able to effectively build relationships with internal business partners and peers Strong PC skills required including Microsoft Office products such as Excel and Word Ability to work independently and also within a team

Work Schedule: WHEM shift (9pm/10pm start time) weekends off; Work during US/PH Holidays