Customer Operations Specialist

3 weeks ago

London, United Kingdom Close Brothers Group Full time

**OVERALL SUMMARY**

Join Close Brothers Savings Customer Operations Team where you will ensure that the Team’s onboarding and in life maintenance of Retail and Corporate customers is in accordance with departmental procedures and ensuring good customer outcomes. Responsibilities will include management of the workflow and regular review of work completed against daily requirements to support SLA adherence. The job holder will be responsible for overseeing and performing quality checks as well as supporting Complaint escalations and complex investigations. Other tasks will include supporting incoming account requests, Static Data Changes, and a range of specialist activities for ISA’s, corporate customers, Bereavements, and Funding.

**RESPONSIBILITIES**
- Processes_
- Create and maintain customer records in Temenos (T24) system.
- Complete due diligence on new and existing customers in accordance with the department’s onboarding procedure.
- Management of operational teams day to day workflow and scheduling including allocation of work
- Complete independent quality checks and provide specific feedback to the Savings Operations Team Leaders and Executives, identifying themes and developing quality improvement plans in line with key findings
- Supporting customer complaints and ensuring resolution in a timely manner, in line with the business and regulatory guidelines and SLAs.
- Acting as the face of the organisation, communicating with customers over the phone and in writing
- Customer_
- Maintain a customer-focused mindset ensuring that any information provided is clear and accurate, and instructions are responded to within agreed Service Level Agreements.
- Champion the customer always and provide excellent service
- Conduct, Risk and Compliance_
- Ensure ongoing alignment of Quality Checking and Quality Assurance to mitigate key risks across Savings Operations
- Escalating key QA and Complaint findings to the Customer Forum and RCC where relevant
- Ensure that all Governance and Compliance requirements are adhered to and all reporting and reviewing activities required by the Regulatory Bodies are carried out to the standards required

**WE WOULD LOVE TO HEAR FROM YOU IF**:

- Proven experience in a regulated services environment
- Good organisation, time management and attention to detail
- Able to adapt and prioritise a varied workload in a busy environment
- Proactive attitude with experience of identifying areas for process improvement
- Intermediate Microsoft Excel and Word skills
- Experience in Quality Assurance activities
- Experience in Complaints Management

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

- experience in a customer operations role in a highly regulated environment.
- Good understanding of FCA regulation regarding customer services.
- Knowledge of Anti-Money Laundering policies, procedures, and standards.
- Knowledge of the Financial Ombudsman Service

**ABOUT US**
- For roles offering hybrid working:_ 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

LI-KB1

**The Company**

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.

**Inclusion**

**The Benefits**

**Private medical**

**D

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