Banking Operations- Client Support Assistant

Arbuthnot Latham; Greater London; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Competitive salary

Pension & holiday allowance

BUPA Health cover

4x Life Assurance

Discretionary bonus

Maternity/Paternity policies

Job summary

Arbuthnot Latham is seeking a Banking Operations- Client Support Assistant in Greater London. The role centers on providing a client-focused service primarily by telephone, handling payments, balances, statements and online banking queries within set service levels.

You will support the growth of our Banking and Direct Deposit business, liaising with internal teams and maintaining records with accuracy and discretion. A can-do attitude and teamwork are essential.

Qualifications

• Experience delivering a high standard of customer care.
• Good telephone skills.
• Ability to provide a high level of client service with the client at the heart of everything we do.
• Strong numeracy, literacy and computer skills.
• Understanding of savings, banking or financial services desirable.
• Ability to work within a team environment.
• IT literate, and good understanding of Microsoft Office.
• Excellent verbal and written communication skills.
• Excellent organisational skills.
• Strong time management and ability to work under pressure.
• Maintain confidentiality, diplomacy and discretion.

Responsibilities

• Client service support by telephone, handling inquiries and requests within service levels.
• Process payments, transfers, FX tickets, and related banking tasks accurately.
• Handle client enquiries: balances, statements, card queries, online banking, and cash requests.
• Manage mailbox requests: new client inquiries, communications, and future-dated items.
• Handle audit letters and tax certificates as required.
• Maintain client records and filing up-to-date; support general office tasks and projects.
• Liaise with relationship manager to resolve errors and complaints; first point of contact for clients.
• Be aware of and manage risks by following internal policies and procedures.
• Maintain excellent relationships with stakeholders across Banking, Operations, Treasury, Risk and Compliance.

Skills

High standard customer care

Telephone skills

Client service focus

Numeracy & literacy

Banking/financial services knowledge

Teamwork

IT literacy

Verbal & written communication

Attention to detail

Tools

Microsoft Office

Job description

Banking Operations- Client Support Assistant

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

About Us

Life, Work and Benefits

Arbuthnot Latham is committed to equal-opportunities for all staff and candidates. We embrace inclusion & diversity and understand why they are critical for the success of our business and people.

• Competitive salary, pension & holiday allowance
• BUPA Health cover
• 4x Life Assurance
• Discretionary bonus
• Market leading maternity/paternity and menopause policies

Data Privacy and Reasonable adjustments

We take keeping your data security seriously. For more detail on how we may keep your data please refer to our Privacy Notice

Reasonable adjustments : Please let us know of any adjustments or arrangements that you may need to help you apply to this role or that will help you during the recruitment process. If you wish to discuss any particular requirements or concerns you have because of a disability or medical condition please contact us at [e-mail]. Information you provide about any disability or medical condition will remain confidential unless it is necessary to disclose it to other members of staff or outside agencies to ensure the health and safety of yourself and others, or to implement the adjustments you require. In these circumstances we will first discuss with you how and to whom the information may be disclosed.