Client Service Officer

3 weeks ago


Isle of Man, United Kingdom Nedbank Private Wealth Full time

**Client Service Officer**:
We are looking for an enthusiastic, client-focused professional to join our busy team. The role holder will be responsible for the delivery of excellent quality client service, ensuring our service standards are met at all times. In addition, client service excellence is delivered to internal and external clients by following the relevant policies and procedures.

**Who are we?**

Nedbank Private Wealth is a multi-award-winning private bank and wealth manager headquartered in the Isle of Man, with branches in London, Jersey and a representative office in the UAE. The company provides a full international wealth management offering through its wealth planning, investment management and banking services to both business and private clients worldwide.

At Nedbank Private Wealth, we value the 6Cs, which are the behaviours we encourage in all of our employees: Collaboration, Curiosity, Courage, Client Impact, Can Do Attitude and Completeness.

**Role specific details**
- Undertake related administration tasks including but not limited to;
- Payment Requests
- Foreign Exchanges
- Stopped/Lost or Stolen Cheques / Chequebooks
- Fixed Term Deposit Instructions - Placement, repayment or breakages.
- New Account Enquiries & Follow Ups
- Visa Queries - Activations / Lost or Stolen / Referrals / Excessive transactions / Disputed transactions / Card cancelations / Damaged replacement orders / Security Callbacks / PIN reminders / New card orders
- Account Disputes - Action upon receipt of notification
- Change of Account Status - (Sole to Joint/Joint to Sole/Deceased) Action upon receipt of notification
- Internet Activations / Queries
- Cheque Encashment
- Issue of Duplicate Valuation or Statement
- Interbank Fraud Queries
- Be responsible for building and maintaining your own portfolio of “Mass Affluent” clients
- Provide business support for the wider Private Banking Team across all jurisdictions
- Maintain regular telephone contact with your portfolio of clients - minimum of twice per year
- Ensure that all client interaction is recorded in the appropriate digital systems i.e. CRM
- Conduct regular Risk Reviews ensuring KYC documentation and client data is up to date and in accordance with bank policy
- Manage security Callbacks in accordance with Bank Policy as required
- Ensure your personal training plan is maintained and up to date at all times
- Escalate all errors and complaints in line with regulatory and bank requirements
- Work closely with the Private Banking Team to ensure consistency of customer service delivery is managed in the absence of a Relationship Manager
- Drive towards the successful completion of annual objectives, within specified timeframes.
- Be available to cover Early/Late Shift as demand may require. Please note that our Client Services team operate a rota structure to cover the late shift.
- Undertake any other tasks as the bank may require from time to time

**Qualifications**

**Technical Skills and Experience**
- A minimum of 4 years’ experience in a financial services environment
- An understanding of applicable banking regulatory framework in IOM or UK

***Behavioural competencies and soft skills**
- Displays resilience when faced with challenges and while under pressure
- Puts a high priority on meeting the needs of all clients
- Acts with a clear sense of ownership and accountability
- Acts with care and consideration and strives for high standards of work
- Consistently shows drive to personal development and takes action to acquire new skills
- Displays a genuine desire to collaborate and assist others
- Shows drive and commitment, and is able to negotiate and influence
- Have a detailed and structured approach to all administrative tasks
- Demonstrates commitment, initiative, adaptability, flexibility and problem solving, in order to cope with the ever-changing demands of the role
- Is able to prioritise and manage personal work flow
- Has excellent verbal and written communication skills

**Life at Nedbank**

We recognise that our people are our most valuable asset; they are at the centre of the company. We recruit individuals who share our dedication, drive and commitment to client service. It is why we are accredited by the Best Companies to Work For as an outstanding company. Supporting our employees is at the heart of what we do, whether it’s through our extensive benefits package or our many social activities and charity fundraisers. Some of our recent events include paddleboarding, cocktail night and our annual rounders evening, to name a few.

We also promote our climate positive workforce through Ecologi, where we fund projects helping fight against climate change, plant trees and reduce our carbon footprint. You can find out more here.

Training and development is of the utmost importance to us we’re continually striving to learn, share our knowledge and improve our expertise. We have a dedicated platform for online learning, live


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