AddressThe CSA will focus on providing a client focused service, predominantly by telephone, ensuring client queries and requests are handled accurately, efficiently and within agreed service level agreements and appropriate timescales depending on the nature of the client enquiry. This job will support the continued growth of our Banking and Direct Deposit business.
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:
Client service support:
Client contact by telephone both incoming and outgoing.
- Dealing with client payment requests and ensuring that:
- Payment call backs have been made in line with ID & V procedures.
- Remitting details are correctly obtained for processing.
- FX deal tickets are completed where required.
- Internal transfers are processed.
- All requirements of the payments process are completed correctly and in a timely manner.
- Dealing with internal and external client enquiries for example:
- Account enquiries including balances, statement requests, transactional queries.
- Card related queries, activation requests, PIN reminders, unauthorized card transactions and liaising with VISA operations about clients card accounts.
- Online Banking and Mobile App queries, secure messages and requests including password resets and online payment verifications
- Client cash requests and deliveries in various currencies.
- Cheque queries and stop cheque requests.
- Standing order and direct debit queries.
- Amendments to static data including address changes.
- Ordering cheque and paying-in books.
- Dealing with and distributing requests and queries received via the team’s mailbox including:
- Prospective new client enquiries.
- Internal or external communications.
- Internal or external queries or requests.
- Diarising future dated queries & requests.
- Dealing with other requests for example:
- Audit letters.
- Tax certificates.
General Administration:
- Responsible for keeping client records updated.
- Archiving and keeping paper and electronic filing up-to-date.
- Assisting in the administration of general office management tasks.
- Undertaking project work when required.
Compliance:
- Dealing with clients’ complaints and errors in a timely manner, including following the laid down process for capturing and investigating errors and complaints. Liaising with the relationship manager and team to resolve errors and complaints, and acting as the first point of contact for clients.
Risk:
- Responsible for managing risks inherent to the role by diligently observing internal policies and procedures.
Key Interfaces:
- Maintain excellent relationships with Commercial Banking, Operations, Treasury, Risk and Compliance and other stakeholders across the business.
