Client Support 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.

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 Support Analyst? Reporting to the Client Support Team Leader, you will be supporting and delivering operational tasks and facilitating the day-to-day running of Clear Bank’s payment and customer-related activities to ensure our customers receive exceptional service.

In this Operations based role, you will interact with cross-functional teams across the business to deliver and perform daily tasks with the opportunity to be involved in multiple projects.

The Client Support Team work shifts between 7am and 7pm, Monday to Friday on rotation. Occasional out of hours support may be required but you will be notified in advance.

• Enabling a culture of continuous improvement of our processes and workflows by being proactive and innovative
• Supporting Team Leaders and Deputy Team Leaders where necessary, working closely with them to achieve and deliver results
• Building and maintaining an understanding of AML, KYC, banking sanctions and FCA regulations to ensure that handling of customer accounts and client funds is always fully compliant
• Building and maintaining relationships with customers, payment schemes and colleagues ensuring the service provided is of a high standard
• Producing any reports and management information where necessary
• Act as the main point of contact for assigned key clients, building strong relationships and understanding their needs and business context

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

• Experience of UK Payments, FX and international/cross border payments with working knowledge of payments messages, formats, and required scheme validations across each UK scheme (Bacs, CHAPS, Faster Payments essential)
• A sound understanding of clearing and settlement processes for the major UK and EU payment schemes
• Demonstrated expertise in MCCY reconciliation processes, including nostro account management and resolving reconciliation differences
• Acting as a first point of escalation to resolve customer, internal and external bank queries ideally, experienced at investigating and resolving reconciliation differences
• Experience in a client/customer-facing or operational support role, ideally within financial services or a similar regulated environment
• Experience handling exceptions payment processing and understanding payment processing workflows is desirable
• Understanding of Credit Payment Recovery, Bank Error Recovery, Direct Debt indemnity claims or Beneficiary claiming non receipt is desirable
• Familiarity with SWIFT messaging standards and formats (e.g. MT199) is desirable
• Strong communication and interpersonal skills, with the ability to build rapport and trust with clients and colleagues
• Experience in handling customer complaints and following the…