Onboarding/ra/ssl Officer

**SSL and Onboarding duties**: - Be accountable for SSL back-office operations and take ownership of following activities: - SSL ticket creation - Verification of order data - CSR control - Issuing Certificates - Sending Certificates and invoices paid to customers - Closing the ticket - Internal mailboxes - Be connected to the call centre to be available for the SSL customers - Specify, implement, maintain and enforce an SSL-specific "input / output" communication flows - Help clients quickly and easily solve their problems: - Avoid repeated calls for a same issue - Avoid transferring call and requesting client to repeat information - Do not just resolve the current issue, head off the next one - Manage the enrolment of new services providers on the ORELY portal - Provide service providers with the required order and enrolment form(s) - Help service providers expedite the acquisition of the SSL certificates they need (must be done in close collaboration with the Chamber of Commerce) - Create SSL ticket - Create the test and production certificates based on CSR and check order form and then validate them - Send SSL certificates to service providers - Submit the enrolment form to the IT department for validation and configuration of the systems - Timely manage the renewal of SSL certificates and help ensure continuity of service by effectively anticipating certificate expiry dates - Enrol the PSD2 Customers, i.e. QWAC and QSEAL requests - Lead the creation of new procedures for new SSL Services - Close exchange with other department to set up a quick and easy work flow - Recommend an easy understandable order flow for the customers - Share monthly with the N+1 the SSL Dashboard - Encode and validate the order in UAT and Test Policy (Integration) **SSL and Onboarding duties**: - Other tasks as assigned - Help RA agents solve their problems quickly and easily - Internal mailbox - Be connected to the call centre to be available for the RAs - Suggest improvements for “support section” of web site - Answer RA agents’ questions (verbal and written) timely and clearly - Use feedback from disgruntled or struggling clients to improve LuxTrust value proposition - Write user centric technical documentation and guidelines - Make suggestions and comments to improve offering and quality of service - Fill-in ticket for each call - Escalate if, and when required - Assist the Head of Onboarding to generate the LORA Card - Assist the Head of Onboarding to manage the access levels - Assists the Head of Onboarding during the audit with the compliance team - Assist when needed to assure RA Services on premises - Assist the Head of Onboarding to organise and follow the RA Workshops - Organise the regularly Mystery Customer checks **Specific Profile**: - Bac - Behaves like: - an active listener - a problem solver - Proactive with the CSD team and IT Operations and Compliance - Is able to build a report - Addresses challenges with a positive and constructive mindset - Has strong verbal and written communication skills - Knows all required administrative and technical procedures - Masters 4 languages (LU-FR-EN-GE) We offer a **Permanent contract based in Capellen - Luxembourg** in addition to a competitive salary in accordance with your education and experience and other benefits including an employee benefit plan.