Customer Services Executive

6 months ago

London, United Kingdom Close Brothers Group Full time

**OVERALL SUMMARY**

Reporting to the Customer Services Manager within the Treasury department, the Customer Services Executive will act as a point of contact for Corporate and Retail customers. The Customer Services Executive will be responsible for dealing with a high volume of customer correspondence and instructions in order to provide a professional service to both our business and personal customers.

The Customer Services Executive will ensure that all inbound and outbound communication meets the standard required in line with Conduct Risk.

**RESPONSIBILITIES**

**_ Customer:_**
- Service telephone enquiries from Retail (personal) and Corporate (business) customers and follow internal procedures to provide information as required
- Responsibility for all Retail and Small Corporate dealing work, including deal inputting, breaks, reversals and amendments
- Act as a point of contact for any internal or external customer queries
- Maintain a customer-focused mindset ensuring that any outgoing correspondence is clear and accurate and queries are responded to within agreed SLAs
- Champion the customer at all times and provide excellent service

**_ Processes:_**
- Maintain a strong knowledge of all Treasury products with the ability to learn new products and systems quickly
- Process ongoing account requests ensuring that customer instructions are acted upon effectively and work is completed to Treasury agreed standards
- Manage departmental inboxes and ensure all tasks are completed in line with SLAs
- Represent the department when required in User Acceptance Testing, communicating results accordingly
- Attend meetings where relevant, acting as the departmental Champion on various topics and feeding back outputs
- Prepare and submit Know Your Customer (KYC) reports for new customers and review KYC notes for existing customers on an ongoing basis
- Develop an understanding of how Front office, Back Office and Customer Operations interact, building cross-departmental relationships

?**WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE/ARE**:

- GCSE Level (or equivalent) Mathematics and English at grade C or above
- A level qualifications or equivalent
- Proven experience in a telephone based customer service role
- Demonstrate excellent verbal and written communication skills with both internal stakeholders and external customers
- A proactive attitude with proven ability to problem solve
- Recent experience of providing excellent customer service
- Good organisational skills and proven ability to manage time effectively whilst maintaining excellent attention to detail
- Proven ability to prioritise and adapt in a busy environment
- Intermediate Microsoft Office skills

**IT IS NOT ESSENTIAL BUT IT WOULD BE GREAT IF YOU HAVE**:

- Experience in a customer service function within Financial Services or Banking Operations
- Experience of project work in a customer service role

LI-AA1 #LI-TG1 #LI-Hybrid

**ABOUT US**

At Close Brothers we support employees to balance their work life priorities and in this role you will be able to enjoy a mixture of hybrid working.

Close Brothers is a leading UK merchant banking group providing lending, deposit taking, wealth management services and securities trading. At Close Brothers we provide financial support and advice to small businesses and individuals in the UK. Our purpose is to help the people and businesses of Britain thrive over the long term.

**To find out more about life at Close Brothers**:
**To find out more about our benefits**:
**To find out more about our commitment to creating an inclusive environment**:
Our Responsibility - Diversity and inclusion ¦ Close Brothers Group

Close Brothers is a leading UK merchant banking group providing lending, deposit taking, wealth management services and securities trading. We employ over 3,500 people, principally in the UK.

Close Brothers Group plc is listed on the London Stock Exchange and is a member of the FTSE 250.We remain focused on markets and services we know and understand, developing leading positions and unrivalled expertise. Our approach is prudent and considered enabling us to grow sustainably, through all market conditions, building confidence among our depositors and investors.

Our businesses have remained local as we continue to provide bespoke services, and developing long-term relationships ensuring our success in the future. We value our clients over everything else. What they do is important - they are the doers and makers of things, the wealth creators, the investors and the savers. We ensure our services meet their specific needs and invest to support them as they grow.

These principles, founded in our past but applied to the modern world today, represent what we describe as ‘modern merchant banking’ - values that are embedded in our culture and that underpin everything we do.

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