Business Banking Customer Support Manager
2 days ago
Our client is a British universal bank. They are diversified by business, by different types of customers and clients, and by geography. Their businesses include consumer banking and payments operations around the world, as well as a top-tier, full service,global corporate and investment bank.
The company are committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports ways to balance your personal needs, alongside the professional needs of the business. The role will offerhybrid working whereby you will work remotely and also be assigned to a local Branch where you will spend a minimum of 20% of your working time.
**O verall purpose of the role**
Responsible for supporting new and existing business customers ensuring all account opening and KYC procedures have been completed. Delivering first class onboarding support to new customers. Supporting colleagues in various locations to ensure all internalprocesses and procedures are acompleted to the required standards.
**Key Accountabilities**
- Ensure adherence to account opening procedures
- Direct engagement with account submitters and customers
- Remain up to date with KYC standards
- Take responsibility for ensuring the KYC and Banking compliance / adherence standards are met
- By acting as a process specialist deliver a tailored service to customers.
- Effectively handle problems
- Carry out the necessary due diligence collation of information engaging with customers and external sources where necessary
- Deliver difficult messages to potential customers who do not meed the required standards
- Work to resolve complaints at first point of contact
- Break down complex queries to understand cause and offer solution
- Ensure customers are satisfied with service levels
**S takeholder Management and Leadership**
- Effective engagement and communication with customers and colleagues
- you will need to build relationships quickly, keeping customers and colleagues up to date in relation to account opening process.
- When required support and coach team members.
**Decision-making and Problem Solving**
- Take responsibility for collation and validation of correct opening information and documentation to comply with standards
**Risk and Control Objective**
Ensure that all duties and activities are completed within regulatory requirements.
**Person Specification**
- Able to deliver and maintain processes effectively
- fulfil customer requests demonstrating professionalism
- Clearly demonstrates good knowledge and comprehension of a range of Banking products - full training will be given
- Relationship management - has the ability to build effective relationships
- Highly motivated
- Empowered to resolve customer problems
**Essential Skills**
- Experience of operating in a customer focused role
- Experience of promoting an excellent customer journey
- The confidence to effectively communicate with a wide range of customers
- Good knowledge of Banking processes
- Strong written and verbal communication skills
- **Desirable skills (not essential)**:
- Preferable-understanding of Business Banking service framework and propositions.
- Experience of Business Banking account opening procedures and associated systems.
**This is a great opportunity to join a respected organisation who offer a supportive working environment, long term career prospects and an attractive rewards and benefits package
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