Senior Client Support Assistant Internal

*** 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 &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:

• 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.

• 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.

• Workflow and SLA management ensuring all work is undertake correctly in a timely manner by the whole team
• Management of team rotas.
• 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.

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

• Working closely with all key stakeholders across Arbuthnot Latham.

Knowledge / Experience/

Skills:

• Experience at a similar level in a comparable type…