As a Digital Specialist, you will provide second and third line troubleshooting to support customers and key third party providers on the technical and high level queries. This AMAZEING opportunity sits within the Banking Operations team.
Most of our jobs offer the opportunity for hybrid / remote working. Ask your recruiter for more details.
So what would you be doing?...
• Triaging and troubleshooting online banking, mobile application and BAO/PAO tickets via ServiceNow portal and email queries
• Using third party support systems such as Sensibil, Xero, Transmit, Splunk and CLX to engage in high level troubleshooting for customer requests
• Completing third line requests as part of Camunda trouboleshooting, BBL’s underwriter support and DDO Smart card creation
• Resolving service issues by challenging process and assisting with customer EoDs
• Making sure that SLA’s are maintained at all times
• Managing the relationship with third parties as part of the PSD2 programme - this includes troubleshooting on open banking platform and escalating to Product Owners within the Bank
• Testing specialist (third line) Access to Staging environment and SIT
• Representing the team on incident management calls
• Escalating and troubleshooting OBIE - PSD2 requests directly from third parties
• Deputising for Team Leaders and providing reports and updates around defects to the team and incident management
You need to be this kind of person…
• Passionate about providing unparalleled levels of service and convenience for customers
• Able to work and learn quickly in a fast paced, fun and dynamic environment
• Prepared to stick at something – we get nervous if someone has jumped from job to job as we want people who are prepared to learn and grow
• Care about doing a great job and exceeding expectations with the quality of what you do
And... we are a bank so risk is a part of everything we do. We love people who take responsibility, do the right thing for customers, colleagues and Metro Bank and have the courage to call out any concerns.
We always support colleagues to develop their skills. But to be successful in this job you really do need to already be able to do most of these wonderful things...
• Understand the risks associated with your job and what that means for you, Metro Bank and all our stakeholders
• In order to exceed in this role in this role, you will have exceptional attention to detail and excellent workflow management skills
• Naturally, you will have great organisational skills with ability to prioritise workload and meet strict deadlines
• It is key that you display great stakeholder management skills
• We need you have customer service and complaint handling experience
• Strong analytical and problem solving skills are key for this role
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