Client Complaint Analyst

Trust unlocks our greatest potential.

For decades, the clearing of payments remained unchanged and unchallenged. We asked, what if there was a better way? What if we could make banking infrastructure faster, safer, more reliable, and easier to access for all? Here is where you can think radically and responsibly to find the best solution.

What happens when you know you’re inherently trusted? Trust creates safety. Safety encourages you to be brave, to challenge, to fail, to try new things and to execute. At Clear Bank everything revolves around trust. We’re not expected to earn it, but we are expected not to break it. We’re trusted to own it. To solve issues in the moment. To know a good risk when we see one, and the judgement to know that ‘can’ doesn’t always mean you ‘should’.

Clear Bank is a place where you can do things differently and challenge the status quo. We will give you a high level of autonomy and transparency, and we trust you to make the right decisions for the bank.

If that excites you, how about joining our Client Services team as a Client Complaint Analyst? Reporting to the Senior Client Complaint Analyst, you will support the fair, timely and effective management of client complaints across Clear Bank. You will investigate complaints, identify root causes, collaborate with internal stakeholders and help ensure positive customer outcomes while maintaining compliance with regulatory requirements and internal policies.

Your role includes:

• Investigating client complaints from receipt through to resolution, ensuring fair outcomes and adherence to complaint handling standards

• Managing complaints within agreed service levels and regulatory deadlines

• Gathering and analysing information from internal systems, teams and stakeholders to support investigations and decision making

• Producing clear, accurate and customer-focused written responses

• Identifying trends, recurring issues and root causes and escalating concerns where appropriate

• Supporting continuous improvement initiatives that enhance customer outcomes, operational efficiency and complaint management processes

• Building trusted relationships across Client Services, Financial Crime, Operations, Product and other business teams to deliver the best outcome for customers and the Bank

To excel in this role, you’ll also need:

• Experience in a customer service, complaints, operations, financial services or regulated environment

• Strong analytical and problem-solving skills with excellent attention to detail

• Ability to apply policies, procedures and controls consistently when investigating issues

• Excellent written and verbal communication skills with the ability to explain complex matters clearly

• Strong organisational skills with the ability to manage multiple priorities effectively

• A collaborative mindset and willingness to seek support and escape issues appropriately

• Resilience, curiosity and a commitment to delivering positive customer outcomes

Regretfully we are not able to sponsor applicants for immigration purposes at the current time.

• You focus on solutions and positive outcomes, thinking radically and responsibly to find the best result for our customers, your colleagues and the bank;

• You actively seek feedback from others to drive your growth and development, always assuming positive intent from others and develop strong, trusting relationships you’re your colleagues and customers: you really, genuinely care;

• You always strive for the highest quality, but you know that done is better than perfect; you welcome a challenge knowing that they learn as you go and iterate;

• ‘I’ before ’we’, isn’t in your vocabulary

• We’re…