Client Support Assistant

Arbuthnot Latham; Exeter; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Client Service Associate for a 12-month Fixed Term Contract. In this role, you will provide exceptional client service, ensuring all queries and requests are handled accurately and efficiently. Your responsibilities will include managing client payment requests, addressing account inquiries, and maintaining strong relationships with various stakeholders. This position offers an opportunity to work in a dynamic environment where your contributions will directly impact client satisfaction and business growth. Join a forward-thinking company that values diversity and offers competitive benefits.

Benefits

Agile working arrangements

Competitive salary

Pension plan

Holiday allowance

BUPA Health cover

4x Life Assurance

Income Protection scheme

Discretionary bonus

Flexible benefits

Qualifications

• Experience in delivering high-standard customer care.
• Strong numeracy, literacy, and computer skills.

Responsibilities

• Handling client payment requests and queries efficiently.
• Managing incoming calls and client communications.

Skills

Customer Care

Numeracy Skills

Literacy Skills

Microsoft Office

Communication Skills

Organizational Skills

Problem Solving

Empathy

Education

Banking Experience

Financial Services Knowledge

Job description

This is a 12-month Fixed Term Contract.

The CSA will primarily focus on providing a client-focused service, 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 role supports 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 comply with the FCA and PRA's Conduct Rules.

Client service and Sales support:

Dealing with client payment requests and ensuring that:

• Payment call backs are 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.

Handling internal and external client enquiries such as:

• Account enquiries including balances, statement requests, transactional queries.
• Card-related queries, activation requests, PIN reminders, unauthorized transactions, liaising with VISA operations.
• Online Banking and Mobile App queries, 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.

Managing requests received via the team’s mailbox, including:

• Prospective new client enquiries.
• Internal or external communications and queries.
• Future-dated queries & requests.

Handling incoming calls from:

• Clients and external enquiries.
• Overflow calls from the business.
• Voicemail messages.

Other requests such as:

• Audit letters.
• Tax certificates.

Risk Management:

• Managing inherent risks by following internal policies and procedures.
• Keeping client records updated and accurate.
• Archiving and maintaining paper and electronic files.
• Assisting in general office management tasks.
• Participating in project work when required.
• Addressing client complaints and errors promptly, following established procedures.
• Liaising with relationship managers and teams to resolve issues.

Key Interfaces:

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

Person Specification

Knowledge/Experience/Skills:

• Experience in delivering high-standard customer care.
• Ability to provide exceptional client service, always keeping the client at the centre.
• Strong numeracy, literacy, and computer skills.
• Knowledge of savings, banking, or financial services is desirable.
• Previous banking experience, preferably in a client-facing role.
• IT literacy, especially Microsoft Office.
• Excellent verbal and written communication skills.
• Strong organizational and time management skills.
• Ability to work under pressure and maintain accuracy and discretion.
• Ability to learn various banking systems and tasks.
• Empathy in handling customer complaints.
• A proactive, 'can-do' attitude.

Core Competencies:

• Client focus
• Teamwork
• Planning & Reviewing
• Judgment & Problem Solving
• Communication & Confidence

About Us

Life, Work, and Benefits

Arbuthnot Latham is committed to equal opportunities and embracing diversity. We offer:

• Agile working arrangements
• Competitive salary, pension, and holiday allowance
• BUPA Health cover
• 4x Life Assurance
• Income Protection scheme
• Discretionary bonus
• Market-leading maternity/paternity and menopause policies
• Flexible benefits