Client Support Assistant - Exeter

Arbuthnot Latham; Exeter; Hybrid; GBP 22,000 - 32,000; Full time

Benefits offered by this job

Discretionary Bonus

Cycle to Work Scheme

Gym Scheme

Health Assessment

Season Ticket / Travel loans

Dental insurance

Job summary

Arbuthnot Latham is seeking a Customer Service Adviser to provide exceptional client support across banking services. You will handle payments, queries and account maintenance with accuracy and courtesy, delivering service that places the customer at the heart of every interaction.

The role supports the continued growth of our Banking and Direct Deposit business, while adhering to FCA and PRA Conduct Rules. A one-day-per-week remote option is available as part of our flexible working approach.

Qualifications

• Experience of delivering a high standard of customer care.
• Ability to provide a very high level of client service and at all times keeping the client at the heart of everything we do.
• Excellent verbal and written communication skills.
• Strong numeracy, literacy and computer skills.

Responsibilities

• Handle client payment requests, ensure accuracy and timely processing.
• Answer client enquiries about accounts, statements, transactions and card issues.
• Support online banking, mobile app queries, and secure messages.
• Process internal transfers, standing orders and direct debits.
• Maintain accurate client records and assist in general office tasks.

Skills

Customer service

Client focus

Teamwork

Communication

Confidentiality

Tools

Microsoft Office

Job description

Arbuthnot Latham has been associated with banking since 1833. We combine private and commercial banking, wealth planning and investment management. We believe in traditional relationship and service-led banking powered by modern technology.

Job Purpose

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 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 and Sales support:

• 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 all incoming calls including;
  • Client and other external enquiries.
  • Handling the unanswered call overflow from the business.
  • Checking the team voicemail box and dealing with the phone. messages
• 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.
• 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.
• Strong time 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

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

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.