Digital Platform and Payment Support Officer

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.

 

Key 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:

This role is filled by an independent self-starter, not adverse to taking ownership and accountability, but also knowing when it is critical to engage with internal stakeholders to ensure alignment of approach. This role will work with key stakeholders, such as the Head of ADP/APS and other specialists.

 

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