Analyst II Business Process Transactions

Job Description:

Responsibilities:

Customer Support & Communication:

Opening and tracking customer service tickets.

Follow-ups with customers to ensure inquiries are resolved within agreed time frames.

Ensuring no external requests are missed.

Handling all inquiries and requests with professionalism.

Process Management:

Acting upon client requests following established processes.

Managing the ownership of jobs across services and departments.

Assisting with the onboarding of new banks, billers, and suppliers.

Problem Resolution & Analysis:

Identifying, evaluating, and prioritizing customer problems.

Analyzing reports for investigation purposes.

Writing detailed analysis and solutions for different cases.

Providing external customers with internal investigation updates.

Operational Efficiency:

Ensuring smooth delivery of daily business tasks and operations.

Highlighting and resolving operational issues.

Maintaining data for client requests and managing records.

Client Relationship & Compliance:

Offering routine advice to external customers.

Ensuring understanding and adherence to Service Level Agreements (SLAs) and KPIs.

Requirements:

Educational Background:

bachelor s degree in computer science or IT or equivalents.

IT diploma (0-1 years of experience).

Skills:

Strong computer skills (MS Office).

Good writing communication skills.

Problem-solving and troubleshooting abilities.

Ability to work in a team and under pressure.

Fluent in English and Arabic (both written and spoken).

Customer focus and follow-up skills.

Basic technical issue diagnosis and analysis skills.

The role requires a proactive and detail-oriented approach to customer service, with a focus on timely problem resolution and operational efficiency.

Effective communication, both with clients and internal teams, is essential.

The ability to manage multiple tasks and maintain service quality under pressure is crucial.