Client Support Assistant

Arbuthnot Latham; Greater London; Hybrid; GBP 27,000 - 36,000; Full time

Benefits offered by this job

Holiday allowance

Pension plan

Life assurance

Discretionary bonus

Flexible benefits

One day a week from home

Job summary

Arbuthnot Latham is seeking a Client Support Assistant to deliver exceptional client service across banking queries. You will handle inbound/outbound calls, payment instructions, and account requests with a strong focus on accuracy and security.

The role supports clients via Online Banking, Mobile App and in-branch interactions, in a collaborative team. A hybrid setup includes one day per week work-from-home.

Qualifications

• Experience providing a high standard of customer or client service.
• Excellent telephone and communication skills.
• Strong numeracy and literacy skills and attention to detail.
• Ability to manage multiple priorities and work under pressure.
• Confidential and discreet approach; professional conduct.

Responsibilities

• Handle inbound and outbound telephone enquiries with professional service.
• Process payment instructions accurately, with verification and security checks.
• Complete payment call-backs following identification procedures.
• Obtain and validate payment and remittance details for timely processing.
• Prepare foreign exchange transaction documentation when required.
• Process internal transfers within service standards.
• Respond to Online Banking and Mobile App queries, password resets.
• Coordinate cash withdrawals and foreign currency delivery requests.
• Manage cheque enquiries and stop payments.
• Assist with standing orders and direct debit queries.
• Update client records with changes to personal details and addresses.
• Arrange cheque book and paying-in book orders.
• Monitor and respond to team mailbox inquiries and route requests.

Skills

Customer service

Telephone skills

Communication

Multitasking

Numeracy

Tools

Microsoft Office

Job description

At Arbuthnot Latham, banking is built on relationships. We pride ourselves on delivering a highly personal, responsive service that puts our clients at the heart of everything we do. As a Client Support Assistant, you will play a vital role in supporting our Banking and Direct Deposit business, acting as a trusted first point of contact for clients and delivering an exceptional service experience. This is an excellent opportunity for a customer-focused individual to join a collaborative and supportive team where our values of Integrity, Respect, Collaboration, Empowerment, and Energy & Drive shape the way we work every day.

The role

As a Client Support Assistant, you'll provide outstanding support to clients, handling a wide variety of banking enquiries and requests efficiently, accurately and with care. Working closely with colleagues across the Bank, you'll help ensure every client interaction reflects the high standards of service for which Arbuthnot Latham is known.

Key responsibilities will include:

Client Service & Support

• Deliver exceptional client service through the professional handling of inbound and outbound telephone enquiries.
• Process client payment instructions accurately and efficiently, ensuring all verification and security procedures are followed.
• Complete payment call-backs in accordance with identification and verification requirements.
• Obtain and validate payment and remittance details to ensure timely and accurate processing.
• Prepare foreign exchange transaction documentation where required.
• Process internal account transfers within agreed service standards.
• Ensure all payment-related activities are completed accurately, efficiently and in line with regulatory and internal requirements.

Client Enquiries

• Support clients with account-related queries, including balances, statements and transaction information.
• Assist with debit card servicing, including card activations, PIN requests, disputed transactions and liaison with Visa Operations.
• Respond to Online Banking and Mobile App enquiries, including password resets, secure messaging and payment verification requests.
• Coordinate client cash withdrawals and foreign currency delivery requests.
• Manage cheque enquiries, stop cheque instructions and related requests.
• Assist with standing order and direct debit queries and maintenance requests.
• Process amendments to client records, including changes to personal details and correspondence addresses.
• Arrange the ordering of cheque books and paying-in books as required.

Mailbox & Request Management

• Monitor and manage enquiries received through the team mailbox, ensuring prompt and effective resolution.
• Respond to prospective client enquiries and direct requests to the appropriate teams.
• Coordinate and distribute internal and external communications and requests.
• Track and diarise future-dated client requests, ensuring actions are completed within agreed time frames.

Knowledge & Experience

We're seeking someone who genuinely enjoys helping people and takes pride in delivering an exceptional client experience.

You'll bring:

• Experience providing a high standard of customer or client service.
• Excellent telephone and communication skills.
• Strong organisational skills and attention to detail.
• The ability to manage multiple priorities and work effectively under pressure.
• Confidence using Microsoft Office and learning new systems.
• A professional, discreet and confidential approach.
• Strong numeracy and literacy skills.
• A proactive, positive and "can do" attitude.
• The ability to work collaboratively as part of a team.

Previous experience within banking, savings or financial services would be advantageous, but equally important is a genuine passion for delivering outstanding service and building trusted relationships.

About Us

At Arbuthnot Latham, we seek proactive individuals who embrace high standards and bring the energy needed to drive success. In return, you can thrive in a dynamic environment that values your innovative ideas and provides the stability and support for your personal and professional growth. Our human-scale ethos means that everyone is recognised as an individual, not just a number, creating a workplace where you truly belong and thrive.

As a service led, relationship driven bank, in-person collaboration and wellbeing are important to us and drives our inclusive culture. With this in mind, we offer one day a week working from home.

• Competitive holiday allowance with the ability to buy / sell / rollover up to five days per year
• Pension via market leading provider
• 4x Life Assurance
• Discretionary Bonus
• Access to a suite of flexible benefits including Cycle to Work Scheme, Gym Scheme, Health Assessment, Season Ticket / Travel loans and Dental insurance as well as other discounts / vouchers