Client Service Technical Specialist-1 at RMB - Rand Merchant Bank

Job Description

To focus on providing technical support and expertise to resolve client challenges and issues in engaging with the company.

To utilise specialist knowledge in resolving host-to-host connectivity issues, conducting regression testing in User Acceptance Testing (UAT) environments, and ensuring changes into production.

• Resolve host-to-host connectivity issues for clients using treasury and trade solutions, diagnosing technical problems and implementing solutions promptly. 
• Interpret and resolve client file format for successful file processing. 
• Conduct regression testing in the UAT environment to validate system changes, enhancements, and updates before deployment into production. 
• Collaborate closely with internal technical teams to resolve for client technical incidents. 
• Document client interactions, technical issues, and resolution steps in the CRM system, maintaining accurate and comprehensive records. 
• Provide technical guidance and support to clients with equipping them with the necessary knowledge to address technical inquiries and issues. 
• Stay updated on industry trends, emerging technologies, and best practices related to treasury and host-to-host connectivity. 
• Assist with system upgrades, patches, and enhancements, coordinating with clients and internal stakeholders to minimise disruptions 
• Participate in cross-functional projects and initiatives, aimed at enhancing client experience, improving system performance, and driving operational efficiency 
• Adhere to established SLAs and escalation procedures, ensuring timely resolution of client technical issues and inquiries 
• Resolving Technical queries as First Call Resolution (FCR
• Understanding different File Formats where clients process Payments and Collection
• Providing 24/7 support to all Host clients
• Understanding Swift related payments (MT101, MT10
• Understanding different statement formats (MT940, STMT3, MT950)
• Understanding the clients line of business and how it integrates into the different RMB platforms/systems
• Managing change request for new IP’s for QA and Production
• Be able to determine system errors vs user error