Digital Savings

2 weeks ago

London, United Kingdom Investec Full time

Investec is a distinctive Specialist Bank serving clients principally in the UK and South Africa. Our culture gives us our edge: we work hard to find colleagues who'll think out of the ordinary and we put them in environments where they'll flourish. We combine a flat structure with a focus on internal mobility. If you can bring an entrepreneurial spirit and a desire to learn and collaborate to your work, this could be the boost your career deserves.

**Do you have experience dealing directly with clients and maintaining client relationships? Are you a problem solver with excellent communication skills?**

We are looking for a passionate and natural problem solver who is detail-oriented and able to prioritise and organise their workload in a busy, dynamic, and fast-paced environment to join our Digital Savings Team. While the primary responsibilities will be to service our clients on a day-to-day basis, the role also involves working with other team members to help tailor and enhance our product, and services to really add value to our clients.

**What will you be doing?**
- Vulnerable Client Identification: Identify clients in vulnerable situations and help to figure out the support they need.
- Complaint Handling: Identify, log, and investigate client complaints, ensuring they are handled efficiently, logged, and resolved in line with regulatory requirements.
- Account Maintenance: Maintain customers' accounts/records, including processing changes for example deceased estate management or name changes.
- Data Reconciliation: Work with the client data to match with the Digital Savings and Liabilities teams to ensure a single client view for FSCS reporting purposes.
- Rejected Application Analysis: Analyse security reporting in relation to Onfido rejections and Linked Accounts.
- Payment Queries: Liaise with clients and banks regarding payment queries.
- Account Reconciliation: Responsible for reconciliation of nostro bank accounts to ensure position balances are correct.
- AML/KYC/Sanction Screening: Check and approve AML/KYC/Sanction screening for new clients who failed automated onboarding checks.
- Process Improvement: Proactively spot patterns of frustrations or needs in clients, identifying updates to processes, tools, and products to improve the client experience.
- Regulatory Knowledge: Maintain knowledge of relevant UK regulatory requirements and their impact on business processes and clients.

**Secondary (to cover annual leave and sickness) responsibilities are**:

- Print, Scan, and Upload Instructions: Handle documents by printing, scanning, and uploading instructions to Documentum (workflow tool).
- Cheque Processing: Process cheque payments by paying them into HSBC, ensuring that all cheques are handled correctly and banked in a timely manner.
- Foreign Currency Cheques: Manage the collection and negotiation of foreign currency cheques, ensuring that the correct procedures are followed for currency exchange and crediting client accounts.
- Return Cheque Process: Oversee the process for returned cheques, including communicating with clients and resolving any issues that lead to cheques being returned.
- Client Interaction: Meet and assist walk-in clients with their queries and transactions, providing a high level of customer service and support.
- Safekeeping and Storage Control: Ensure that all physical and other important items are stored securely and are easily retrievable when required.
- Posting Accounting Entries: Accurately post accounting entries related to client cheques.

**What are we looking for?**
- Strong communication skills
- Experience dealing directly with clients and maintaining client relationships, within a service or sales environment
- Ability to investigate issues and problem solve.
- Strong time management skills
- Ability to work under pressure and to tight time frames
- High literacy skills
- Strong sense of accountability and ownership
- A passionate and energetic service mind-set
- Self-motivated with an ability to work individually and as part of a team

**Any other attributes that would be helpful, but not essential for the role**.
- Ideally some experience in a retail banking environment
- Complaint handling experience
- Previous experience of dealing with the Faster Payment and CHAPs schemes
- Knowledge of the customer on-boarding risks including knowledge of the regulatory environment including AML, Sanctions, and Fraud.

We look forward to hearing from you

**As part of our collaborative & agile culture, our working week is 4 days in the office and one day remote.**

Investec offers a range of wellbeing benefits to make our people feel healthier, balanced and more fulfilled in their lives inside and outside of work.

Here is a selection of what we offer;
**Wellbeing**

Wellbeing Subsidy, Corporate Gym Membership, Virtual GP, Peppy Health App (Fertility, Menopause and Early Parenthood), Optional Private Medical & Dental Insurance

**Monetary**

Non-contributory

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