Digital Platform and Payment Support Officer

Responsibilities

• Support clients who use Anthos Digital Platform
• First-line support for clients
• Dispatch of support cases to specialists in the Family office
• Monitor progress of support cases
• Analyse cases, detect possible improvements and implement them where possible.
• (Preparing) Opening / closing client accounts at partner banks
• Frequent communication with Client Advisors / Client Advisor Assistants
• Submitting requests to and working with partner banks
• Channelling flow of documents (PoA, customer adherence form, account form document)
• Making modifications and changes in TRAX
• Verifying that data are displayed correctly in databases and on the Anthos Digital Platform
• Manually executing tasks that cannot (yet) be automated :
• Technical checks and approvals of transaction
• Maintaining static data
• Monitoring and checking static data regularly
• Removing static data that are no longer used
• Reconciling payments not processed automatically
• Maintaining operational contact with:
• Colleagues within the country organisations who:
• Are involved in the support of clients who use the ADP.
• Initiate payments and / or approval through FIS and ALOS
• Partner banks
• TheMoneyer
• Development team ADP
• Kyocera/RecSolution (ALOS)
• Co-workers responsible for TRAX and SWIFT
• Main point of contact for colleagues in relation to:
• ADP
• Operation of APS
• Use of APS
• Controlling and monitoring ADP and day-to-day operations of APS and accounts for clients at partner banks.
• Detect issues in both the payment flow and ADP.
• Solve issues or make sure issues are solved by internal and/or external parties
• Flagging, posting and securing improvements to both ADP and the payment process (by automation, improving processes etc)
• Participating in projects that might affect ADP and/or APS
• Key Requirements:
• Practical/Technical knowledge:
• Less important for the junior-role but an advantage if relevant knowledge and experience (as mentioned below) is available.
• At least 3 (medior-role) or 7 (senior-role) years' experience in financial transactions
• Experience in a digital service organisation
• Experience with applications associated with APS (ALOS, TRAX, TheMoneyer, SWIFT) is a plus
• Experience in one of the following disciplines: marketing, IT, customer/client service, client relationship management or market research
• Experience of working in an international organisation
• Affinity with a process-based approach
• Experience with LEAN is a plus
• Experience with AGILE is a plus
• Planning, organising and integrating managerial knowledge:
• Shows strong commitment to own work and achieving objectives
• Action on decision-making; commits himself/herself by expressing opinions, taking action
• Sets high standards regarding the quality of products and services and acts accordingly. (Curiosity, reliability, credibility, continuous improvement.)
• For senior-role: Excellent planning and organisation skills; flexible and stress-resistant by nature and able to proactively reprioritise tasks as needed
• Communication and influencing skills:
• Demonstrates the ability to convey thoughts and express ideas effectively using speech in individual or group situations; attends to and fully comprehends what others are saying
• Establishes relationships with people easily; develops and maintains a network of contacts that can provide information, help and access to others
• For senior-role: Is able to act and communicate at all levels in the organisation - from employees to family and board members
• Freedom to act:
• Scope:
• Accountable for the successful day-to day operation of ADP and APS, focused on the services described in the key result areas.
• Impact:
• This role has a degree of direct and indirect influence:
• Direct impact: Satisfaction of Head of ADP/APS
• Indirect impact: Anthos Family Office department.
• Competencies/Behavior:
• Collaboration (team, cross-functional and cross-border)
• Team player
• Quality driven
• Strong eye for details combined with helicopter view
• Eagerness to learn and develop themselves
• Focus on improvements
• Structured way of working
• Seniority Level
• Mid-Senior level
• Industry
• Financial Services
• Accounting
• Banking
• Employment Type
• Full-time
• Job Functions
• Finance
• Administrative
• Customer

Benefits

Additional Information

Purpose of the role: Responsible for support of clients who use Anthos Digital Platform, the day-to-day operations of Anthos Payment Support, support the APS-users and for (preparing) opening and closing accounts for clients at partner banks. The team also fills in the product owner role for both ADP and APS.

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