Service Advisor

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: 7464 
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 and fraud related matters. We are now looking for a passionate and customer-centric colleague to continue our amazing delivery within the fraud and customer service space. 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 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 24/7 team. We add value by protecting and serving our customers through Nordea's purposes and values. As the Specialist in Nordea you’ll play a valuable role in how we go about taking the next step in our unit, planning on 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 monitoring of fraudulent activities
* Support other units as a 2nd line for complex card related matters
* Manage and troubleshoot tokens for mobile payments
* Prevent misuse of Nordea’s products and services
* Build trust and relationship with the customer and stakeholders

You’ll join a team that handles analytical fraud related matters, where you have to identify certain patterns and trends to make a well covered decision, 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.
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:  
* 2-3 years of relevant work experience
* You might have previous experience from one of Nordea’s 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 spoken communication skills
* Accuracy in analytical assessments

If this sounds like you, get in touch!
Next steps

Submit your application no later than 12/03/2022. For more information, you’re welcome to contact Helen Meier, mail: helen.meier@nordea.com, phone: +358 505436317. Interviews will take place continuously.
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.
Only for candidates in Sweden - for union information, please contact Finansförbundet at finansforbundet@nordea.se or SACO at SacoNordea@nordea.com.