Senior Client Support Assistant - Exeter - Internal Applicants Only

***This role is currently only open to employees of Arbuthnot Latham***

Arbuthnot Latham has been associated with banking since 1833. We combine private and commercial banking, wealth planning and investment management. We believe in traditional relationship and service-led banking powered by modern technology.

Job Purpose

To provide a client focused service, ensuring client queries and requests are handled efficiently, accurately and within applicable timescales and to supervise the Client Support Assistants.

Key Responsibilities:

Dealing with clients payment requests via multiple channels and managing expectations including but not limited to:

• Ensuring payment call backs have been fulfilled in line with ID&V procedures.
• Remitting details are correctly obtained for processing.
• Completing FX deal tickets when required.
• Processing internal transfers.
• Appropriate sanity checks are completed on all payment requests.

• Account enquiries including balances, statements requests, transactional queries.
• Handling card related queries, activations, pin reminders,  unauthorised card transactions and advising Visa Ops of client movements when going abroad.
• Online Banking and Mobile App queries, secure messages and requests including password resets and online payment verifications.
• Dealing with client cash requests and deliveries including foreign currencies.
• Cheque queries and stop cheques requests.
• Handling standing order and direct debit queries.
• Instructing the Ops team to amend static data – including change of address.
•  Ordering Cheque/paying in books.

Dealing with and distributing requests and queries received via the team electronic mail box including:

• Faxes received.
• Prospective new client enquiries.
• Key internal or external communications.
• Adhoc external or internal queries and requests.
• Diarising future dated queries or requests.

• Client external and internal enquiries.
• Handling the unanswered call overflow from the wider business.
• Voice mail checking and dealing with phone messages.

• Completing audit letters.
• Logging Errors and Complaints.
• Tax Certificates.

• Responsible for keeping client records updated.
• Archiving and keeping paper and electronic filing up-to-date.
• Assistance in administration of office management tasks.
• Undertake project work when required.

• Workflow and SLA management ensuring all work is undertake correctly in a timely manner by the whole team
• Management of team rotas.  
• Checking. - including transfers, audit letters, fees  etc. 
• SME (subject matter expert) for Commercial and / or Directs and /or Private. 
• Undertake 1:1 monthly reviews for junior staff with guidance and assist with half year and end of year reviews for the same. 
• Training - new staff and on new systems. 
• Testing new systems and changes as and when required. 
• Projects as required.
•  Preparation of reporting packs for Leadership team.
• Availability to cover issues and emergencies beyond your working day.
• Monitor and completion of payment related complaints.
• Take a rota’d turn on the ‘on call rota’ for Fraud cover approx. 12 per annum.
  

• Responsible for managing risks inherent to the role by diligently observing internal policies and procedures.

• Working closely with all key stakeholders across Arbuthnot Latham.