Finance Infoline Clerk
IMPORTANT NOTICE REGARDING APPLICATION DEADLINE\: please note that the deadline for applications is indicated in local date and time.
1. Organizational Context
a. Organizational Setting
The post of Finance Infoline Clerk is located in the Infoline Team, Income Section, Finance Division, Department of Program Planning and Finance, Administration and Management Sector.
b. Purpose Statement
The Finance Division plays the vital role of managing and safeguarding WIPO’s financial resources in compliance with financial policies, accounting standards and legal regulations. As the key focal point for finance and payment-related queries, the Finance Infoline Team provides services from Monday to Friday between 9 a.m. and 6 p.m., and ensures that customers of WIPO’s Global IP systems receive appropriate assistance on financial matters in a timely manner.
The incumbent provides advice and information in relation to financial queries from customers and internal WIPO services and carries out a range of financial support activities in support of the Income Section.
c. Reporting Lines
The incumbent works under the primary supervision of the Infoline Team Leader and reports to the Head of the Income Section for activities relating directly to the work of the Section.
d. Work Relations
The incumbent will be in regular contact with a range of colleagues across WIPO, customer service points, financial institutions and national IP Offices.
2. Duties and Responsibilities
The incumbent will perform the following principal duties\:
a. Respond to queries of a financial nature received by phone, e-mail or web chat from customers or internal WIPO services; clarify complaints, determine the cause of the issue, select and explain solutions, expedite correction or adjustment and follow up to ensure resolution;
b. Follow a systematic approach when resolving issues and record outcome and follow-up for monitoring and quality improvement purposes, using a range of data management and information tools; provide feedback to team leader on recurring issues or queries; record observations on process effectiveness and efficiency and make recommendations for change to team leader to enhance service quality;
c. Liaise with other WIPO business services, national IP Offices and third parties or financial institutions and ensure that all inquiries are resolved satisfactorily and according to agreed standards;
d. Participate in the processing and maintenance of customer accounting records;
e. Facilitate the matching of customer information with accounting, operational or financial data and verify or correct errors;
f. Assist with maintaining the knowledge and customer database (FAQs, standard replies, contact pages, etc.) and communication-related tools to ensure continued provision of reliable information;
g. Liaise with the Infoline Team Leader on issues or enquiries when appropriate for further action or escalation;
h. Contribute to customer service improvement projects and initiatives including updating performance measures and statistics;
i. Regularly participate in customer service training to ensure skills are maintained and up to date; share knowledge and cultivate good cooperation and teamwork amongst colleagues within and outside the team;
j. Perform other related duties as required.
Completed secondary education.
At least three years’ experience in costumer service or client-related functions.
Experience working with an ERP system, preferably PeopleSoft.
Experience with ticketing or call tracking systems.
Finance / accounting experience.
Excellent written and spoken knowledge of English.
Knowledge of French, any other official UN languages and/or German.
Job Related Competencies
Strong service orientation.
Good analytical and problem-solving skills.
Good organizational skills, with the ability to prioritize work assignments and to meet deadlines.
Ability to understand, interpret, work within and communicate applicable accounting and financial rules, regulations and procedures.
Ability to manage financial transactions using computer-based systems.
Competent user of Microsoft Office applications including Word, Excel, Outlook and PowerPoint and the internet, and the ability to work with databases and adapt quickly to new software.
Excellent numerical skills and attention to detail.
Excellent communication and interpersonal skills and the ability to build and maintain effective partnerships and working relations in a multi-cultural environment with sensitivity and respect for diversity.
Knowledge of IP, particularly IP registration systems.
Knowledge of accounting and financial principles, procedures and systems.
4. Organizational Competencies
1. Communicating effectively.
2. Showing team spirit.
3. Demonstrating integrity.
4. Valuing diversity.
5. Producing results.
6. Showing service orientation.
7. Seeing the big picture.
8. Seeking change and innovation.
9. Developing yourself and others.
Mobility\: WIPO staff members are international civil servants subject to the authority of the Director General and may be assigned to any activities of the Organization. Accordingly, the selected candidate may be required to move from time to time to new functions.
Annual salary (Net of tax)\: 68,605 CHF
Please refer to WIPO’s Staff Regulation and Rules for detailed information concerning salaries, benefits and allowances.
Initial period of one year, renewable, subject to satisfactory performance. No fixed-term appointment or any extension hereof shall carry with it any expectancy of, nor imply any right to, (further) extensions or conversion to a permanent appointment.
7,939 CHF per year for dependent spouse; 6,398 CHF per year for each dependent child.
Arabic, Chinese, English, French, German, Japanese, Korean, Portuguese, Russian and Spanish\: 4,788 CHF per year for two of these languages, and 3,192 CHF per year for one of them. The allowance is not payable for the mother tongue or the main working language of the staff member. The grant of this allowance is subject to examination.
General Service posts are generally subject to local recruitment. Staff in the General Service category is recruited in the host country or within reasonable commuting distance of the Headquarters.
This vacancy announcement may be used to fill other posts at the same grade with similar functions in accordance with Staff Rule 4.9.5.
Applications from qualified women as well as from qualified nationals of unrepresented Member States of WIPO and underrepresented geographical regions are encouraged. Please click on the following links for the list of unrepresented Member States and the list of underrepresented regions and the WIPO Member States in these regions.
The Organization reserves the right to make an appointment at a grade lower than that advertised.
By completing an application, candidates understand that any willful misrepresentation made on this web site, or on any other documents submitted to WIPO during the application, may result in disqualification from the recruitment process, or termination of employment with WIPO at a later date, if that employment resulted from such willful misrepresentations.
In the event that your candidature is shortlisted, you will be required to provide, in advance, a scanned copy of an identification and of the degree(s)/diploma(s)/certificate(s) required for this position. WIPO only considers higher educational qualifications obtained from an institution accredited/recognized in the World Higher Education Database (WHED), a list updated by the International Association of Universities (IAU) / United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed through the link\: http\://www.whed.net/. Some professional certificates may not appear in the WHED and these will be reviewed individually.
Additional testing/interviewing may be used as a form of screening. Initial appointment is subject to satisfactory professional references.
Additional background checks may be required.
- Organization: WIPO - World Intellectual Property Organization
- Location: Geneva (Switzerland)
- Grade: GS-4, General Service - No need for Higher Education - Locally recruited position - Administrative support
- Administrative support
- Banking and Finance
- Closing Date: 2019-02-06