Banking Operations- Client Support Assistant - London, United Kingdom - Arbuthnot Latham

Arbuthnot Latham

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

***- 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.
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 uptodate
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

Key Interfaces

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

Person Specification
***- Experience of delivering a high standard of customer care

Good telephoney 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.

Knowledge/Experience

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

Skills