FAQs
What is the main goal of the Payments Management squad?
The main goal of the Payments Management squad is to create a sustainable, zero-touch loan servicing ecosystem that provides a unified digital experience for our customers and gives time back to our colleagues.
What is the role of a Customer Journey Expert (CJE)?
The Customer Journey Expert (CJE) has end-to-end responsibility for the development, management, harmonisation, and phasing out of commercial products and services while focusing on achieving an optimum customer experience.
What qualifications are required for this position?
A Bachelor and/or Master degree is required, along with a payments business background and a minimum of 5-10 years of working experience in the area.
What specific payment knowledge is required for the role?
Knowledge of SWIFT MT1XX and MT2XX series is a must, and knowledge of SWIFT ISO20022 is a major plus.
What skills are necessary for a successful CJE?
Necessary skills include the ability to translate business requirements into functional specifications/user stories, structural thinking to resolve issues, and experience in supporting a global user community.
Is experience in Wholesale Banking and Lending products important?
Yes, experience or affinity with Wholesale Banking Product Areas and/or Lending products and IT is a plus.
What are the key responsibilities of the CJE regarding user experience?
The CJE is responsible for representing the voice of the customer, continuously improving digital payments journeys, simplifying solutions, and performing functional support to main users of applications.
Will the CJE be involved in testing new releases?
Yes, the CJE will perform (automated) testing and facilitate user acceptance testing for new releases.
What kind of communication skills are necessary for this position?
Excellent communication skills are necessary, as the CJE must clearly convey the value of solutions and processes to Lending Operations colleagues and work collaboratively with team members.
Is knowledge of LoanIQ required for this position?
Knowledge of LoanIQ, especially related to payments processing, is a plus but is considered optional.