• Deliver a high standard of service to clients and internal stakeholders, meeting agreed service levels and KPIs.
• Follow company procedures and operational controls to ensure compliance and minimise errors.
• Identify, investigate, and escalate discrepancies, risks, and operational issues where appropriate.
• Maintain accurate records and ensure relevant documentation is completed and retained.
• Work collaboratively with colleagues and internal teams to resolve queries and achieve operational objectives.
• Contribute to process improvements to enhance efficiency, accuracy, and service delivery.

Functional Area Responsibilities

Payments & Account Administration

• Support the administration and maintenance of client bank accounts, ensuring records are accurate and up to date.
• Process payments, transfers, refunds, Direct Debits, standing orders and interest transactions accurately and within agreed deadlines.
• Ensure client funds are correctly identified, allocated, and recorded, following established procedures and controls.

Reconciliations

• Carry out regular bank and Direct Debit reconciliations to ensure records and transactions are accurate.
• Investigate discrepancies, unmatched transactions, and errors, ensuring outstanding items are resolved or escalated promptly.
• Maintain accurate records and supporting documentation in line with company procedures and regulatory requirements.

Operational Support

• Respond to queries and provide support to internal teams and relevant stakeholders.
• Monitor outstanding requests and ensure tasks are completed within agreed service levels and deadlines.
• Identify and escalate operational risks or issues, while contributing to process improvements and maintaining compliance with company procedures.

Experience required

Knowledge & Skills

• Experience in administrative, customer service, or operations-based role.
• Experience in using Excel for data analysis.
• Excellent interpersonal and communication skills.
• Ability to work to deadlines and meet agreed service levels.
• Strong attention to detail and the ability to complete tasks accurately and consistently.
• Good organisational skills with the ability to manage multiple tasks and prioritise workload effectively.
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