clearbank - Client Support Analyst
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Requirements
• 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 regulated complaints process • Ability to prioritise and work on multiple items concurrently • Delivery focused and highly self-motivated with a can-do attitude • Regretfully we are not able to sponsor applicants for immigration purposes at the current time. • What makes a great ClearBank team member? Does this sound like you? • 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 • If this sounds like you then we encourage you to dust off that CV and apply!
Responsibilities
• 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
Benefits
• We're flexible – We support a culture of flexibility which allows our employees to achieve a strong work-life balance. • Offices – Work in a way that works for you – whether that’s in the London office, at home, or hybrid. • Holiday – 27 days of annual leave per year, plus bank holidays. • Work abroad – You have the flexibility to work outside of the UK for up to 30 days in a rolling 12-month period. • Socials – Regular social events open to all. • Holiday swap – Option to swap your bank holidays to any other day of your choice. • Wellbeing – 24/7 employee assistance programme including mental health support, life assurance and income protection. • Bigger than ClearBank – Take a couple of days per year to do something that matters to you. • Healthy living – Private healthcare and discounted dental cover, with employee perks and discounts. • Family – Enhanced family-friendly leave. • Personal development – We offer personal development budgets, opportunities to take part in role-related training and unlimited LinkedIn Learning.
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