Gestionnaire FI Customer Service

il y a 2 semaines

Casablanca Metropolitan Area, Maroc Banque Centrale Populaire - BCP Temps plein 900 000  - 1 200 000  par an

La Banque Centrale Populaire recrute au sein de l'Entité
Financial Institutions Group
, Un (e)

Gestionnaire FI Customer Service:

Missions principales :

Réclamations et Qualité de Service

  • Assurer la gestion efficace des réclamations émanant des correspondants et des entités de la Banque relatives aux opérations à l'International ;
  • Mener des analyses approfondies des causes des réclamations et mettre en place des plans d'actions correctives appropriés ;
  • Veiller à ce que les commissions OUR soient réglées par les correspondants ;
  • Veiller au recouvrement exhaustif des commissions dues à la Banque ;

Pilotage de l'Activité

  • Participer au pilotage de l'activité (tableaux de bord, KPI, reporting, présentations) et proposer des améliorations en cas d'écarts constatés ;
  • Assurer la documentation et la mise à jour des procédures de traitement des réclamations et des best practices ;

Coopération Interne et Valeur du Groupe :

  • Assurer la coordination opérationnelle entre les entités concernées du Groupe et les sensibiliser sur les Best Practices ;
  • Contribuer à l'efficacité des coopérations avec les équipes internes et faciliter leur montée en compétences ;

Veiller au respect des valeurs du Groupe, les faire vivre et les promouvoir au sein de la Banque.

Profil recherché :

  • Organisation & Règlementation interne
  • Gérer une réclamation
  • Elaborer et interpréter un Reporting
  • Maîtrise du français et de l'anglais, à l'oral comme à l'écrit
  • Solide expérience dans le traitement des opérations à l'international (Transferts émis et reçus, Remdocs import/export, Crédocs import/export)
  • Excellentes compétences en communication, sens du service client et capacité à travailler en équipe
  • Rigueur, attention aux détails et sens de l'organisation
  • Capacité à gérer plusieurs tâches simultanément
  • 3 à 5 ans d'expérience

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