Cards Customer Service Advisor in Cards 24-7

Nordea is a leading Nordic universal bank. We are helping our customers realise their dreams and aspirations – and we have done that for 200 years. We want to make a real difference for our customers and the communities where we operate – by being a strong and personal financial partner.

Job ID: 11598 

Cards 24-7 Support is a team with operations around the clock (morning/day/evening/night) 365 days a year. Helping customers and colleagues with several processes from immediate assistance to our customers in card related matters. We are now looking for a passionate and customer-centric colleague to continue our amazing delivery within the cards customer service space.
We think you are someone who can contribute to our many duties and who is not afraid to come with new ideas. You are driven by delivering high customer satisfaction and have first-hand experience with customer support. 
At Nordea, we’re committed to being a partner our customers and society can count on. Compliance and integrity go hand in hand. Joining us means you’ll have an impact on how we do banking – today and tomorrow. So bring your ideas, skills and unique background. With us, you’ll be in good company with plenty of opportunities to collaborate, grow and make your mark on something bigger.
At Nordea, we see that the world is changing fast – and we want to be one step ahead of the curve. That’s why we’re deeply committed to providing the financial solutions of tomorrow to our customers. We’re creating an agile environment where we experiment and grow together – and we need your ideas and unique background. With us, you’ll be in good company with a chance to make your mark on something bigger.

About this opportunity

Welcome to the Cards 24/7 team. We add value by protecting and serving our customers through Nordea's purposes and values. As a Service advisor/ Specialist in Nordea you’ll play a valuable role in how we go about taking the next step in our unit, planning of how to implement new responsibilities and how to maintain our solid capacity in existing areas in our product portfolio.
If you enjoy a work schedule combining days, evenings, nights and weekends – we can offer you a role in a dynamic environment where you will deal with a number of different issues and have great possibilities to learn and develop.

What you’ll be doing:
* Provide excellent customer service and support in card related matters to external and internal customers.
* Contribute with your eye for thoroughness and analytical mindset to our areas of responsibilities
* Focus on investigation and fixing the issues 
* Support other units as a 2nd line for complex card related matters
* Manage and troubleshoot tokens for mobile payments
* Build trust and relationship with the customer and stakeholders


You’ll join a team that handles both commercial and consumer card related matters where you have a change to identify issues and provide answer to Internal or external customers. You have an opportunity to work with complex areas in the support sector and manage segments in our dynamic product portfolio, which all team members contribute to through individual areas of responsibility and in everyday work. The role is based in Stockholm and we offer a permanent position starting from August 2022.

Who you are

Collaboration. Ownership. Passion. Courage. These are the values that guide us in being at our best – and that we imagine you share with us.  

To succeed in this role, we believe that you:
* Always have in mind how to deliver a great customer experience
* Have an analytical mindset to identify trends and patterns
* Are solution-oriented when answering and supporting our customers
* Thrive in an environment with a lot of responsibility 
* Are innovative and pragmatic in your troubleshooting
* Bear a mindset of how we can improve existing processes and methods
* Are available to work all days of the week as well as different types of shifts (the schedule is made a couple of months ahead).


Your experience and background: 
* You might have previous experience from one of Nordea’s or other contact centres (e.g. CC SE UPS or NBC) 
* Fluency in English and Swedish
* Pedagogical and social skills when it comes to customer dialogue
* Strong collaborative skills and strong written as well as verbal communication skills 


If this sounds like you, get in touch!

Next steps

Submit your application as soon as possible, but no later than 15/08/2022.  Interviews will be held continually.  For more information, you’re welcome to contact helen.meier@nordea.com. 

At Nordea, we know that an inclusive workplace is a sustainable workplace. We deeply believe that our diverse backgrounds, experiences, characteristics and traits make us better at serving customers and communities. So please come as you are.
Please be aware that any applications or CVs coming through email or direct messages will not be accepted or considered.