Banking Operations- Client Support Assistant (6m FTC)

This role is a 6 months fixed term contract, based in our Exeter office, supporting our Commercial Banking function. 

The CSA will focus on providing a client focused service, predominantly by telephone, ensuring client queries and requests are handled accurately, efficiently and within agreed service level agreements and appropriate timescales depending on the nature of the client enquiry. This job will support the continued growth of our Banking and Direct Deposit business.

To place the interests of customers at the centre of all activities, act in a way that is consistent with achieving good outcomes for consumers and to comply with the FCA and PRA's Conduct Rules.

Key Responsibilities:

Client service support:

Client contact by telephone both incoming and outgoing.

• Dealing with client payment requests and ensuring that:
  • Payment call backs have been made in line with ID & V procedures.
  • Remitting details are correctly obtained for processing.
  • FX deal tickets are completed where required.
  • Internal transfers are processed.
  • All requirements of the payments process are completed correctly and in a timely manner.

• Dealing with internal and external client enquiries for example:
  • Account enquiries including balances, statement requests, transactional queries.
  • Card related queries, activation requests, PIN reminders, unauthorized card transactions and liaising with VISA operations about clients card accounts.
  • Online Banking and Mobile App queries, secure messages and requests including password resets and online payment verifications
  • Client cash requests and deliveries in various currencies.
  • Cheque queries and stop cheque requests.
  • Standing order and direct debit queries.
  • Amendments to static data including address changes.
  • Ordering cheque and paying-in books.

• Dealing with and distributing requests and queries received via the team’s mailbox including:
  • Prospective new client enquiries.
  • Internal or external communications.
  • Internal or external queries or requests.
  • Diarising future dated queries & requests.

• Dealing with other requests for example:
  • Audit letters.
  • Tax certificates.

General Administration:

• Responsible for keeping client records updated.
• Archiving and keeping paper and electronic filing up-to-date.
• Assisting in the administration of general office management tasks.
• Undertaking project work when required.

Compliance:

• Dealing with clients’ complaints and errors in a timely manner, including following the laid down process for capturing and investigating errors and complaints.  Liaising with the relationship manager and team to resolve errors and complaints, and acting as the first point of contact for clients.

Risk:

• Responsible for managing risks inherent to the role by diligently observing internal policies and procedures.

Key Interfaces:

• Maintain excellent relationships with Commercial Banking, Operations, Treasury, Risk and Compliance and other stakeholders across the business.

Person Specification

Knowledge/Experience/Skills:

• Experience of delivering a high standard of customer care.
• Good telephone skills.
• Ability to provide a very high level of client service and at all times keeping the client at the heart of everything we do.
• Strong numeracy, literacy and computer skills.
• An understanding of savings, banking or financial services is desirable.
• Previous banking experience desired, preferably in a client liaising role.
• Ability to provide a very high level of client service and at all times keeping the client at the heart of everything we do.
• Ability to work within a team environment for the benefit of the client, the team and the Bank.
• IT literate, and a good understanding of Microsoft Office.
• Excellent verbal and written communication skills.
• Excellent organisational skills.
• Strongtime management skills and the ability to work well under pressure.
• Ability to maintain a high level of confidentiality, diplomacy and discretion.
• High level or accuracy and attention to detail.
• Ability to learn a variety of banking systems and tasks.
• Empathy in handling customer complaints.
• A “can do” attitude.

Competencies:

• Client focus.
• Team Working.
• Planning & Reviewing.
• Judgement & Problem solving.
• Communication & Confidence.