This role will be based in our Bristol office as we are currently establishing a new function dedicated to Client Offboarding.
To provide excellent administrative support to the Front Office, enabling them to offer a first class service to clients. Responsible for account closures and offboarding clients, managing switching out requests and updating/archiving client static data at the end of their banking relationship.
Provide a high degree of service excellence and a keen attention to detail. Some information processed may be sensitive and discretion is expected at all times. You will need to be able to work quickly and efficiently, with minimal supervision.
To place the interests of clients 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:
- Review account closure requests and use relevant information to close accounts and disable online banking to the agreed standards of formatting within the agreed Service Level Agreements
- Communicate with Private/Commercial Bankers with updatedprogress on the offboarding of the client
- Communicate verbally and in written format with clients during the offboarding process.
- Manage Current Account Switching cases and monitor the progress daily to ensure completion
- Monitor incoming requests and complete accurately in line within the agreed Service Level Agreements
- Proactively engage with all teams across the Arbuthnot Latham business to ensure client needs are understood and delivered
- The Offboarding Team inbox is monitored and actioned accordingly
- All client documentation is archived in line with regulatory requirements
Operational Excellence
- Generate and deliver continuous improvement to processes to enhance client service
- Ensure all operational guidelines are prepared, followed and maintained
- Contribute to projects using relevant expertise to enhance the delivery and output to benefit the client and business
- Ensuring all client documentation is saved in one central place (Document Management System)
- Report any system faults and ensures a speedy recovery of service
- Responsible for managing risks inherent to the role by diligently observing internal policies and procedures
People
- Actively help and support colleagues within the immediate team and wider BankingOperations Department
- Proactively seek business overviews, cross training, coaching or mentoring that will either enhance your deliverables to the end client and/or your own progression within Arbuthnot Latham
- Represent the team in testing enhancements or project meetings as and when required by the Offboarding and Middle Office Support Manager.
Key Interfaces:
- Front office staff of all levels
- Third party suppliers