Senior Client Support Assistant - Exeter - Internal Applicants Only

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Senior Client Support Assistant - Exeter - Internal Applicants Only

Job Description

***This role is currently only open to employees of Arbuthnot Latham***

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

To provide a client focused service, ensuring client queries and requests are handled efficiently, accurately and within applicable timescales and to supervise the Client Support Assistants.

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:

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:

Account enquiries including balances, statements requests, transactional queries.
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.
Checking. - including transfers, audit letters, fees etc.
SME (subject matter expert) 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.

Risk:

Responsible for managing risks inherent to the role by diligently observing internal policies and procedures.

Key Interfaces

Working closely with all key stakeholders across Arbuthnot Latham.

Person Specification

Knowledge / Experience/Skills:

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.
Ability to use Microsoft Office programs.
Confidence to use various banking systems.

Qualifications:

A Level or equivalent.

Competencies:

Planning and reviewing.
Team working.
Communication and confidence.
Service excellence/Customer Focus.
Problem Solving and Judgment.

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.

Benefits

Competitive holiday allowance with the ability to buy / sell / rollover up to five days per year
Pension via market leading provider
Private Healthcare cover
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

https://careers.arbuthnotlatham.co.uk/files/RecruitmentPrivacyNotice.pdf

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 [email protected]. 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.

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