What will I be doing?

• Provide first-line email support to clients and prospective clients, resolving a wide range of application, account and service queries.
• Recognise when clients may be in vulnerable circumstances, establish the support they need and provide first-line telephone assistance where appropriate.
• Investigate payment queries by working with clients and other banks to reach an effective resolution.
• Identify, record and investigate complaints, ensuring they are managed efficiently and in line with regulatory requirements.
• Maintain accurate client accounts and records, including changes relating to name updates and deceased estates.
• Complete client, account and nostro reconciliations, including supporting the creation of a single client view for FSCS reporting.
• Review applications that have not passed automated onboarding checks, including AML, KYC, sanctions, fraud, Onfido and linked-account checks.
• Identify recurring client needs or areas of frustration and help improve processes, tools and products, while supporting wider Banking Operations activities when required.

What are we looking for?

Essential skills and experience

• Experience working directly with clients and maintaining relationships in a service or sales environment.
• Strong investigative and problem-solving skills, with the ability to take ownership of issues through to resolution.
• Clear written and verbal communication, strong listening skills and the ability to build effective working relationships.
• Excellent organisation and time management, with the ability to prioritise competing demands in a busy environment.
• The ability to work accurately under pressure and within tight timeframes.
• High standards of literacy and close attention to detail.
• A self-motivated, accountable and energetic approach, with the ability to work independently and collaboratively.
• A commitment to integrity, treating customers fairly, following relevant compliance requirements and identifying and escalating business risks.

Desirable skills and experience

• Some experience within a retail banking environment.
• Experience handling client complaints.
• Experience working with Faster Payments and CHAPS.
• Experience of ISA products, particularly ISA transfers.
• Knowledge of client onboarding risks and relevant requirements relating to AML, sanctions and fraud.
• 
  

What will I be doing?

• Provide first-line email support to clients and prospective clients, resolving a wide range of application, account and service queries.
• Recognise when clients may be in vulnerable circumstances, establish the support they need and provide first-line telephone assistance where appropriate.
• Investigate payment queries by working with clients and other banks to reach an effective resolution.
• Identify, record and investigate complaints, ensuring they are managed efficiently and in line with regulatory requirements.
• Maintain accurate client accounts and records, including changes relating to name updates and deceased estates.
• Complete client, account and nostro reconciliations, including supporting the creation of a single client view for FSCS reporting.
• Review applications that have not passed automated onboarding checks, including AML, KYC, sanctions, fraud, Onfido and linked-account checks.
• Identify recurring client needs or areas of frustration and help improve processes, tools and products, while supporting wider Banking Operations activities when required.

What are we looking for?

Essential skills and experience

• Experience working directly with clients and maintaining relationships in a service or sales environment.
• Strong investigative and problem-solving skills, with the ability to take ownership of issues through to resolution.
• Clear written and verbal communication, strong listening skills and the ability to build effective working relationships.
• Excellent organisation and time management, with the ability to prioritise competing demands in a busy environment.
• The ability to work accurately under pressure and within tight timeframes.
• High standards of literacy and close attention to detail.
• A self-motivated, accountable and energetic approach, with the ability to work independently and collaboratively.
• A commitment to integrity, treating customers fairly, following relevant compliance requirements and identifying and escalating business risks.

Desirable skills and experience

• Some experience within a retail banking environment.
• Experience handling client complaints.
• Experience working with Faster Payments and CHAPS.
• Experience of ISA products, particularly ISA transfers.
• Knowledge of client onboarding risks and relevant requirements relating to AML, sanctions and fraud.
•