Analyst II Business Process Transactions

Responsibilities

• Opening and tracking customer service tickets.
• Follow‑ups with customers to ensure inquiries are resolved within agreed time frames.
• Ensuring no external requests are missed.
• Handling all inquiries and requests with professionalism.
• Acting upon client requests following established processes.
• Managing the ownership of jobs across services and departments.
• Assisting with the onboarding of new banks, billers, and suppliers.
• Identifying, evaluating, and prioritizing customer problems.
• Analyzing reports for investigation purposes.
• Writing detailed analysis and solutions for different cases.
• Providing external customers with internal investigation updates.
• Ensuring smooth delivery of daily business tasks and operations.
• Highlighting and resolving operational issues.
• Maintaining data for client requests and managing records.
• Offering routine advice to external customers.
• Ensuring understanding and adherence to Service Level Agreements (SLAs) and KPIs.

• bachelor’s degree in computer science, IT, or equivalent.
• IT diploma (0-1 years of experience).
• Strong computer skills (MS Office).
• Good writing communication skills.
• Problem‑solving and troubleshooting abilities.
• Ability to work in a team and under pressure.
• Fluent in English and Arabic (both written and spoken).
• Customer focus and follow‑up skills.
• Basic technical issue diagnosis and analysis skills.
• Proactive and detail‑oriented approach to customer service, with a focus on timely problem resolution and operational efficiency.
• Effective communication, both with clients and internal teams.
• Ability to manage multiple tasks and maintain service quality under pressure.