Specialist, Client Services

Deliver excellent client service and advice to our Corporate & Commercial Banking clients in all interactions for their post transactional enquiries, complaints, and other service-related issues.

•    Responsible for serving as the primary contact person for clients and internal staff for advice, enquiries, complaints and any other service issues.
•    Deliver excellent service against agreed service standards.

• As a service partner, work together with Relationship Managers (RMs), Product Sales, Operations and other key internal stakeholders to solve client issues and identify opportunities to improve overall service for the clients.
•    Facilitate Channels on boarding, on-going maintenance activities including training and post implementation service support to our Straight2Bank clients.
•    Primary point of contact for external clients for professional advice, enquiries, complaints, resolving of discrepancies and transactional errors.
•    Provide the highest standard of client service in response to client enquiries and complaints, so as to create improved, lasting relationships with our clients.
•    Responsible for client satisfaction with service arrangements and delivery.
•    Work with internal stakeholders to provide end-to-end query resolution to client satisfaction.
•    Responsible for effective service recovery process through complaint logging and handling.
•    Continually identify opportunities to improve client efficiency and performance, through e.g. optimizing channel usage, identifying service improvements, product solutions, and cross-sell opportunities.
•    Comply with applicable Money Laundering Prevention Procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and Line Manager.
•    Adhere to policies including escalation and compliance requirements and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations.
•    Encourage and foster a friendly working environment within the team to achieve teams’ objectives through teamwork and operational efficiency.
•    Support the Head of Client Services Group to plan and control staffing, deployment, training, appraisals, and all other personnel matters relating to staff in the team.

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.