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Customer Service Officer

  • Location

    London, England

  • Sector:

    Operations & Middle Office

  • Job type:

    Permanent

  • Salary:

    £30000 - £40000 per annum

  • Contact:

    Bethany Singer

  • Job ref:

    bs340_1542360865

  • Published:

    25 days ago

Main purpose of the role will include;

  • Responsible for day to day customer service in the Personal Banking team
  • To undertake all aspects of cashiering duties, operating both sterling and foreign currency tills including accurate input of associated vouchers
  • To provide an exceptional level of customer service to all clients
  • Undertake any planning & administrative duties to support the Customer Services team

This client facing role is the first line of defence and plays an important role in the prevention and detection of Financial Crime

Specific Accountability;

  • To attend to all client walk-ins at the branch, ensuring exceptional levels of customer service at all times, meeting the bank's expectations in terms of efficiency, accuracy, timeliness and professionalism
  • Review all account opening documentation and checklists
  • Supporting the RMs for client KYC reviews preparation and analysis of client mandate files and following up with RMs until RM sign off.
  • Receive incoming customer communication (post, phone, emails etc.) and ensure timely response to queries and issues
  • Ensure strict compliance with the UK Financial Crime Framework in relation to customer contact and investigations
  • Be proactive to client needs and address and resolve client issues
  • Ensure that correspondence generated to customers is of consistently high quality meeting all internal guidelines
  • Prepare presentations and supporting papers to support the Customer Services team

Undertake the various cashiering duties, including but not limited to the following;

  • Process all cheques received over the counter
  • Safe custodian and associated duties Timely reporting of transactions as required by AML policy and Bank procedures
  • To adhere to all personal encashment limits
  • Process inward clearing and associated duties and identify any potential fraudulent cheques
  • Prepare CHAPS and faster payments, adhering to cut off times
  • Process special presentations
  • Set up and cancel direct debits and standing order instructions
  • Process unpaid cheques and direct debits and associated duties
  • Reconciliation of sundry drawing account
  • Process fixed deposits and associated duties with full attention to detail and ensuring dull accuracy
  • Process drafts for payment of customer bills and associated duties
  • Accurately file and allocate client mandates
  • Investigate queries and liaise with other departments and third parties
  • Data input for new accounts & Intellect static data amendments as required
  • Closure of client accounts
  • Monthly reporting of business volumes

To be considered for this position, ideal candidates must have the following experience and skills;

  • Previous Customer Services experience / branch banking experience
  • Knowledge of Retail banking and operations processing
  • Excellent customer service skills
  • Strong verbal communication skills and good writing skills
  • Knowledge of Arabic will be a differentiator
  • Planning and administration skills
  • Good MS Office skills, especially MS Excel and PowerPoint
  • Proactive and solution oriented
  • Strong work ethic and high levels of integrity
  • Ability to work well under pressure and meet deadlines
  • Good numerical and analytical skills
  • Attention to detail and high levels of accuracy in delivery
  • Good team player and ability to work in small and large teams

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