Address
Form of work
SalaryInvestec is a distinctive Specialist Bank serving clients principally in the UK and South Africa. Our culture gives us our edge: we work hard to find colleagues who'll think out of the ordinary and we put them in environments where they'll flourish. We combine a flat structure with a focus on internal mobility. If you can bring an entrepreneurial spirit and a desire to learn and collaborate to your work, this could be the boost your career deserves.
Do you have experience dealing directly with clients and maintaining client relationships? Are you a problem solver with excellent communication skills?
We are looking for a passionate and natural problem solver who is detail-oriented and able to prioritise and organise their workload in a busy, dynamic, and fast-paced environment to join our Digital Savings Team. While the primary responsibilities will be to service our clients on a day-to-day basis, the role also involves working with other team members to help tailor and enhance our product, and services to really add value to our clients.
What will you be doing?
• Client Support: Provide first-line email support for clients and prospects with a wider range of questions or queries.
• Vulnerable Client Identification: Identify clients in vulnerable situations and help to figure out the support they need.
• Telephone Support: Offer first-line telephone support for vulnerable clients, assisting with application and account servicing questions or queries.
• Complaint Handling: Identify, log, and investigate client complaints, ensuring they are handled efficiently, logged, and resolved in line with regulatory requirements.
• Account Maintenance: Maintain customers' accounts/records, including processing changes for example deceased estate management or name changes.
• Data Reconciliation: Work with the client data to match with the Digital Savings and Liabilities teams to ensure a single client view for FSCS reporting purposes.
• Rejected Application Analysis: Analyse security reporting in relation to Onfido rejections and Linked Accounts.
• Payment Queries: Liaise with clients and banks regarding payment queries.
• Account Reconciliation: Responsible for reconciliation of nostro bank accounts to ensure position balances are correct.
• AML/KYC/Sanction Screening: Check and approve AML/KYC/Sanction screening for new clients who failed automated onboarding checks.
• Fraud Screening: Work with new application matches received back from the fraud screening system in a timely manner.
• Process Improvement: Proactively spot patterns of frustrations or needs in clients, identifying updates to processes, tools, and products to improve the client experience.
• Regulatory Knowledge: Maintain knowledge of relevant UK regulatory requirements and their impact on business processes and clients.
Secondary (to cover annual leave and sickness) responsibilities are:
• Print, Scan, and Upload Instructions: Handle documents by printing, scanning, and uploading instructions to Documentum (workflow tool).
• Cheque Processing: Process cheque payments by paying them into HSBC, ensuring that all cheques are handled correctly and banked in a timely manner.
• Foreign Currency Cheques: Manage the collection and negotiation of foreign currency cheques, ensuring that the correct procedures are followed for currency exchange and crediting client accounts.
• Return Cheque Process: Oversee the process for returned cheques, including communicating with clients and resolving any issues that lead to cheques being returned.
• Client Interaction: Meet and assist walk-in clients with their queries and transactions, providing a high level of customer service and support.
• Safekeeping and Storage Control: Ensure that all physical and other important items are stored securely and are easily retrievable when required.
• Posting Accounting Entries: Accurately post accounting entries related to client cheques.
What are we looking for?
• Strong communication skills
• Experience dealing directly with clients and maintaining client relationships, within a service or sales environment
• Ability to investigate issues and problem solve.
• Strong time management skills
• Ability to work under pressure and to tight time frames
• High literacy skills
• Strong sense of accountability and ownership
• A passionate and energetic service mind-set
• Self-motivated with an ability to work individually and as part of a team
Any other attributes that would be helpful, but not essential for the role.
• Ideally some experience in a retail banking environment
• Complaint handling experience
• Previous experience of dealing with the Faster Payment and CHAPs schemes
• Knowledge of the customer on-boarding risks including knowledge of the regulatory environment including AML, Sanctions, and Fraud.
We look forward to hearing from you- click Apply today!
As part of our collaborative & agile culture, our working week is 4 days in the office and one day remote.
Investec offers a range of wellbeing benefits to make our people feel healthier, balanced and more fulfilled in their lives inside and outside of work.
Here is a selection of what we offer;
Wellbeing
Wellbeing Subsidy, Corporate Gym Membership, Virtual GP, Peppy Health App (Fertility, Menopause and Early Parenthood), Optional Private Medical & Dental Insurance
Monetary
Non-contributory Pension & Discretionary Bonus
Life & Income Protection
Life Assurance, Critical Illness & Income Protection
Travel
Season Ticket Loan & Electric Vehicle Scheme
Embedded in our culture is a sense of belonging and inclusion. This creates an environment in which everyone is free to be themselves which helps to drive innovation, creativity and ultimately business performance. At Investec we want everyone to find it easy to be themselves, and to feel they belong. It's a responsibility we all share and is integral to our purpose and values as an organisation.
Research shows that some candidates can be reluctant to apply to a role unless they meet all the criteria. We pride ourselves on our entrepreneurial spirit here and welcome you to do the same – if the role excites you, please don't let our person specification hold you back. Get in touch!
Recite Me
We commit to ensure that everyone is fairly assessed during our recruitment process. To assist candidates in completing their application form, Recite Me assistive technology is available on our Careers pages. This can be accessed by clicking on the ‘Accessibility Options' link at the top of the page.
The Recite Me tool includes a screen reader, styling and customisation options, a series of reading aids, a translator and more.
If you have any form of disability or neurodivergent need and require further assistance in completing your application, please contact the Careers team at CareersUK@investec.co.uk who will be happy to assist.
