Client Services Executive

Shawbrook Bank; City Of London; On-site; GBP 30,000 - 42,000; Full time

Job summary

A leading financial institution in the United Kingdom is seeking a Client Services Executive to manage introducer accounts and enhance customer journeys. The ideal candidate will have strong analytical and communication skills, with previous experience in customer service and the auto finance industry. This role includes processing settlement requests and resolving client inquiries efficiently, emphasizing a proactive approach in addressing risks. Competitive benefits and a focus on well-being make this an attractive position.

Benefits

Market leading family friendly policies

Free access to mindfulness apps

Cycle to work scheme

Discounts on gym membership

Contributory pension scheme

Minimum of 27 days holiday per year

Annual discretionary bonus scheme

Qualifications

• Minimum of 2 years' experience in client services or a similar role.
• Ability to work in a fast-paced environment and under pressure.
• Strong problem-solving skills and attention to detail.

Responsibilities

• Process daily settlement requests from clients.
• Work with finance and collections to ensure efficiency.
• Analyze and improve customer journey for better service.
• Investigate and resolve all client inquiries.
• Proactively engage with other business parts to minimize risks.

Skills

Strong analytical ability

Excellent interpersonal skills

Intermediate Excel Skills

Previous experience in customer service

Competence in relationship building

Forecasting experience

Ability to prioritize workloads

Experience in auto finance

Sales admin/client services experience

Proficiency in MS Office

Job description

Responsibilities

As a Client Services Executive you will need to work with great attention to detail and be able to work well in a team as well as on your own initiative in a fast past environment. Outstanding communication skills are paramount as you will be communicating with your colleagues, customers, and introducers. You will be expected to become the key contact for your assigned introducer accounts.

• Process daily settlement requests from JBR Capital clients.
• Work with the finance and collection teams to ensure quick turn-around and efficiency of settlements.
• Continually analyse and improve the customer journey to ensure that our customers receive seamless, efficient and exceptional settlements service.
• Set up of pay‑outs and moving agreements to live, updating financial control spreadsheets and loan book data.
• Own, investigate and resolve all Client enquiries regardless of complexity, provide excellent service via verbal and written forms of communications.
• Proactively engage other parts of the business to ensure complete understanding of risk and issues that are identified to minimise financial loss.

The Person

• Strong analytical ability and excellent interpersonal, verbal, and written skills.
• Intermediate Excel Skills.
• Previous experience of working in a business renowned for its world class customer service.
• Competent and confident in relationship building.
• Forecasting experience.
• Be able to prioritise workloads.
• Experience in the auto finance industry
• Experienceof sales admin/client services/sales support/account management/operations within the financial services arena
• Proficiency in MS Office, particularly Excel, would be a plus

The Opportunity

Shawbrook provides finance to a wide range of customer segments that value the premium experience, flexibility and certainly we deliver. We are a purpose‑led organisation, with a focus on delivering long‑term sustainable value for all our stakeholders.

We have a diversified offering, with our innovative lending propositions tailored to meet specific customer needs in carefully selected markets across SME, Real Estate and Personal. Our products range from complex structured credit facilities for growth‑focused businesses to mortgages for professional landlords and property investors, as well as simple loans for consumers delivered digitally. We fuel our lending through customer deposits, which we attract by delivering a premium experience, choice and consistently great value to smart savers.

The business model we have created is unique and difficult to replicate, with our ‘best of both’ approach combining deep human expertise with advanced digital, tech and data capabilities. This combination not only allows us to deliver excellent customer experiences, but to do so efficiently and at scale. We are proud of our innovative and agile culture, which drives consistently high employee engagement scores and makes Shawbrook an attractive destination for the best talent. If you’re willing to roll up your sleeves, contribute new ideas and believe anything is possible, you’re our kind of person.

Work with us because you:

• Want to be part of a bank built for the dynamics of the modern world
• Relish a challenge and enjoy a fast‑paced, innovative and hardworking culture
• Enjoy finding new and better ways to solve complexity and make things happen
• Want to belong to a diverse culture that stands shoulder to shoulder with minority and underrepresented groups
• Care about society and the environment and want to be part of a business that cares too
• Want to continue to grow professionally and be the best version of yourself

Reward

Your Wellbeing - We take your health and well‑being very seriously by providing a range of benefits to give you and your family peace of mind. These include:

• Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment
• Free access to Headspace, a mindfulness & meditation digital health app
• Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
• EAP (Employee Assistance Programme) - Offering you support on a wide range of subjects including financial concerns, mental wellbeing and more general queries around family, work, housing, and health
• Cycle to work scheme
• Discounts on gym membership
• Contributory pension scheme & death in service

Your Lifestyle - It’s important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you’re enjoying your leisure time.

• Minimum of 27 days holiday per year
• Option to buy or sell holiday days through our flexi‑holiday scheme
• Discounts on gym membership nationwide
• Access to discounts on a range of high street and online brands
• Community support and charitable giving

Your Contribution - We’re focused on rewarding those that go the extra mile in helping us achieve our goals.

• Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
• Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done