Company : Puilaetco Location : Bruxelles Brussels From : Talent BE
We want our employees to feel proud of being part of a company that is committed to do the right thing.
You will have the opportunity to grow your career while developing personally and professionally through various resources and programmes.As a DigitalOfficer within Puilaetco you will play a pivotal role in promoting & supporting the digital adoption, translating our digital strategies into concrete initiatives to enhance client experiences and operational efficiency. You will be a key actor in client satisfaction, work closely with various teams across the bank to implement digital solutions, analyse data and contribute to the development of innovative digital services. Key AccountabilitiesCustomer Care & User Support on new e-servicesProvide frontline support to clients via various digital channels including email and phone, addressing inquiries related to digital solutions, account access, and technical issuesAssist clients in accessing, navigating digital platforms, offering guidance on account setup and troubleshooting common issues.Propose standard parameters on e-devices to ease utilization of new e-featuresDetect learning & development needs of the Front in dealing with digital tools to give optimal support to (changing) client needs.Onboard clients to new digital solutions to make sure they live a positive first experienceMonitor client satisfactionChallenge way to operate client support with new ideas to make it more effective and efficientChange Champions Front officeGive input to Management layer with regards to market and/or personnel needs to influence the digital development calendar in close collaboration with front office and business developmentGive input to Business Owners to adjust existing tools or to offer valuable features Develop adequate on-the-job training (e-learning, material/guides, demo’s, …) to deal with shortfalls in knowledge or digital skills of sales staff, Organize & give work floor support to front users in the assigned region/ officesProvide input on Front Office training requirements:
follow training provided by Group on new features involving the front office or the clientsMonitoring of e-activities:
set-up a client cartography to track and analyse the usage of e-services and propose to project managersReview, test and challenge digital solutions expected to be deployed for PuilaetcoEnable and foster banker’s mobility and paperless client meetings …Monitoring of digital/e-activitiesDefine appropriate actions based on analysis resultsParticipate with and provide input to the Group Digital and Local Management for future evolutions based on the analysis resultsClient ConversionDevelop commercial pitch adapted to the launch of new featuresDevelop client support programs to ensure adequate use of latest digital tools & achieve client conversion targets:
helpdesk, hands-on workshops & seminars, online training tools (guides, video’s, …)Proactive contact with clients to boost adoption and usage of new e-services (in close collaboration with CA’s and CAA’s)Knowledge and ExperienceBusiness related academic background (Marketing, Communication, Economics, IT…) Experience in giving client support as well as on-the-job training Relevant experience in Client service, digital transformation initiatives and/or digital support Relevant work experience in the banking sector (by preference in Private Banking) is a plus Attributes and QualitiesExcellent communication & interpersonal skills with ability to collaborate effectively with diverse teamsClient centric (internal & external)Problem solving attitude and attention to detailsStrong communication skills, with the ability to effectively articulate complex technical concepts to non-technical audiencesDigital mindedEntrepreneurialStructured, positive approach to deal with other’s shortcomingsResult & service orientedAbility to multitask and prioritize tasks in a fast-paced environmentCapable to work cross functional Embracing and supporting change initiativesTeam player attitudeInterest for digital solutions and its development is a plus Technical SkillsMS-Office (, Excel, PowerPoint)Languages SkillsFluent in Dutch and FrenchProficient knowledge of English Puilaetco BruxellesBrussels
