Senior Banking Client Support Lead

Arbuthnot Latham; Exeter; Hybrid; GBP 25,000 - 32,000; Full time

Benefits offered by this job

One day per week home working

Competitive holiday allowance

Pension

Life Assurance

Discretionary Bonus

Flexible benefits

Job summary

Arbuthnot Latham in Exeter seeks a Senior Client Support Assistant for internal applicants only. You will supervise Client Support Assistants, handle client payments, inquiries and documentation, and ensure service standards align with FCA/ PRA Conduct Rules. Strong prioritisation, accuracy and confidentiality are essential.

This role blends office-based banking operations with one day per week remote work, and offers a supportive team environment with development opportunities.

Qualifications

• Experience at a similar level in a comparable type & size of business.
• Previous banking experience desired and preferably in a client liaising role.
• Sound knowledge of banking operational processes and procedures.
• A good understanding of client service and dealing with HNW individuals.
• A good understanding of compliance and risk processes and regulations.
• Advanced written and clear verbal skills.
• Ability to multitask and good organisational skills.
• Strong time management skills and work well under pressure.
• Able to maintain high level of confidentiality, diplomacy and discretion.
• Ability to work well in a team.
• Confidence to use various banking systems.

Responsibilities

• Dealing with clients payment requests via multiple channels and managing expectations including but not limited to: Ensuring payment call backs have been fulfilled in line with ID&V procedures.
• Remitting details are correctly obtained for processing.
• Completing FX deal tickets when required.
• Processing internal transfers.
• Appropriate sanity checks are completed on all payment requests.
• Dealing with both external and internal client queries and managing expectations including but not limited to: Handling card related queries, activations, pin reminders, unauthorised card transactions and advising Visa Ops of client movements when going abroad.
• Online Banking and Mobile App queries, secure messages and requests including password resets and online payment verifications.
• Dealing with client cash requests and deliveries including foreign currencies.
• Cheque queries and stop cheques requests.
• Handling standing order and direct debit queries.
• Instructing the Ops team to amend static data – including change of address.
• Ordering Cheque/paying in books.
• Dealing with and distributing requests and queries received via the team electronic mail box including: Faxes received, Prospective new client enquiries, Key internal or external communications, Adhoc external or internal queries and requests, Diarising future dated queries or requests.
• Deal with all incoming calls and managing expectations including but not limited to: Client external and internal enquiries, Handling the unanswered call overflow from the wider business, Voice mail checking and dealing with phone messages.
• Dealing with adhoc requests and managing expectations including but not limited to: Completing audit letters, Logging Errors and Complaints, Tax Certificates.
• General Administration; Responsible for keeping client records updated, Archiving and keeping paper and electronic filing up-to-date, Assistance in administration of office management tasks, Undertake project work when required.
• Senior responsibilities: Workflow and SLA management ensuring all work is undertake correctly in a timely manner by the whole team, Management of team rotas, SME for Commercial and/ or Directs and /or Private, Undertake 1:1 monthly reviews for junior staff with guidance and assist with half year and end of year reviews for the same, Training - new staff and on new systems, Testing new systems and changes as and when required, Projects as required, Preparation of reporting packs for Leadership team, Availability to cover issues and emergencies beyond your working day, Monitor and completion of payment related complaints, Take a rota’d turn on the ‘on call rota’ for Fraud cover approx. 12 per annum.

Skills

Client service

Multi-tasking

Organisational skills

Verbal communication

Written communication

Confidentiality

Teamwork

Banking systems

MS Office

Attention to detail

Problem solving

Education

A Level or equivalent

Planning and reviewing

Communication and confidence

Problem Solving and Judgment

Tools

Microsoft Office

Job description

Arbuthnot Latham in Exeter seeks a Senior Client Support Assistant for internal applicants only. You will supervise Client Support Assistants, handle client payments, inquiries and documentation, and ensure service standards align with FCA/ PRA Conduct Rules. Strong prioritisation, accuracy and confidentiality are essential.

This role blends office-based banking operations with one day per week remote work, and offers a supportive team environment with development opportunities.