Client Service Manager

We are looking for a proactive and client-focused Customer Service Manager to join our Priority and International Banking team in Jersey.

Working closely with Relationship Managers, you will play an important role in delivering an exceptional experience to existing and prospective clients. You will provide high-quality operational and relationship-management support, help strengthen and deepen client relationships, and contribute to the achievement of the team’s financial and non-financial objectives.

This is an excellent opportunity for an experienced client service professional who enjoys building trusted relationships, managing varied and sometimes complex client requests, and collaborating across Banking, Operations, Credit, Compliance and Wealth teams. You will gain broad exposure to affluent banking while developing your knowledge of banking products, investments, lending and international financial markets

• Assist assigned Relationship Manager to achieve financial targets by providing strong support
• To provide excellent customer service to existing and prospective clients
• Assist in deepening existing client relationships through excellent customer service and relationship management
• Assisting Relationship Manager in generating referrals for Wealth, Balance Sheet, and Mortgage
• Assisting with managing client’s relationship and portfolios while Relationship Manager is away on leave
• Assisting Relationship Managers to complete timely Periodic Reviews (PR), Source of Wealth, Triggers Review (TR), LCC submissions, FCC actions, Credit renewals, manage complaints, credit reports, deceased account processing, dormancy account processing, Execution & Advisory
• Wealth Trades processing, Asset transfers and Foreign Exchange (FX).
• Support the assigned Relationship Manager in achieving financial targets through strong operational and client service support.
• Deliver excellent customer service to both existing and prospective clients.
• Assist the Relationship Manager in generating referrals for Wealth, Balance Sheet, and Mortgage products.
• Support timely completion of Periodic Reviews, Source of Wealth, Triggers, Local Client Committee (LCC) submissions, FCC actions, credit renewals, assist in managing complaints, credit reports, deceased account processing, dormancy account processing,
• Execution & Advisory Wealth Trades processing, Asset transfers and Foreign Exchange (FX).
• Maintain ongoing awareness of Anti-Money Laundering (AML) "red flags" and elevate suspicious activity to the Money Laundering Reporting Officer where appropriate.
• Receive, record, and manage client complaints in line with bank processes.
• Respond to all client complaints within agreed turnaround times and ensure timely resolution.
• Work closely with the Complaints Manager to follow up all complaints through to resolution and ensure appropriate client responses.
• Ensure corrective actions are implemented based on client feedback to prevent recurrence of issues.
• Build a strong understanding of all processes relevant to CSM work.
• Follow all documented operating instructions (DOIs) applicable to their responsibilities.

• At least two years of client service experience, ideally gained within banking, financial services, investment management, private banking or a related environment.
• A strong record of delivering high-quality service to internal and external clients.
• Effective client service and relationship-management skills, with the ability to build credibility with people at different levels.
• Good understanding of banking practices, regulatory requirements, operational controls and internal policies.
• Knowledge of banking products and services, with an interest in investments and global financial markets.
• Strong…