Digital Savings - Operations Specialist (1 Year Contract)
Investec
- London
- Permanent
- Full-time
- Client Support: Provide first-line email support for clients and prospects with a wider range of questions or queries.
- Vulnerable Client Identification: Identify clients in vulnerable situations and help to figure out the support they need.
- Telephone Support: Offer first-line telephone support for vulnerable clients, assisting with application and account servicing questions or queries.
- 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.
- Fraud Screening: Work with new application matches received back from the fraud screening system in a timely manner.
- 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.
- 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.
- 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
- 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.
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