Job Title: Customer Service Team Leader (Maternity Cover)
Location: London
Salary: £35,000 per annum, depending on experience
Job type: Full time, Contract (9 to 12 months)
Start Date: 1st September 2020
The Role:
Reporting to the Head of Operations, you will be responsible for the delivery of customer service to existing and prospective account holders, supervision of the banking hall, and managing accounts as allocated to the department.
You will be responsible for:
- Supervising and approving all account opening
- Static data updates
- Cheque book request
- MasterCard application
- GENS and Standing Order setup
- All customer communication
You will manage all e-business channels including preparing and submitting the Quarterly Management Report to MasterCard and processing invoices for MasterCard and Evry (third party processor).
The role requires an excellent understanding of the bank’s processes, effective communication skills with internal and external clients and the ability to prioritise workloads.
Key Responsibilities:
- Effective supervision of customer service, to ensure the provision of high level of service to customers, both internal and external, achieving efficiency, strict compliance with controls, capacity management and performance optimisation
- Ensure that the department delivers expeditious processing of customer enquiries and transactions accurately and in line with set service standards, policies, procedures and regulatory requirements
- Adopting a zero tolerance for processing errors and ensuring that all errors especially data capture errors are identified and addressed on the day of processing
- Ensure the prompt processing of all alternative delivery channel applications, and managing issues arising, including (Internet Banking, MasterCard and GENS)
- Supervise, and continually improve the account opening process
- Ensure the timely opening of customer accounts complying fully with the bank’s laid down policies and procedures including strict adherence to Due Diligence, KYC and AML requirements
- Ensure that members of the department have full awareness and alertness to money laundering risks and adherence to set anti-money laundering procedures
- Process, resolve and respond to all complaints
- Process and submit Quarterly Management Report (QMR) to MasterCard
- Manage and deliver input of the unit to the Bank’s Operational Risk Register and Know Your Customer reports
- Liaise with other business units to ensure efficient service delivery
- Ensure representation, input and support from the department to any new product launch and projects where relevant
- Identify any opportunities to sell the bank’s products and services and ensure follow up by the relevant business unit where necessary
- Implement the bank’s Dormant Account policy which includes effective communication affected customers pre and post dormancy.
- Monitor the debit card renewal list/report for each month to ensure that cards are not renewed for closed or deleted accounts
- Deputise for the Head of Operations as the need arises with Customer Service responsibilities
The Candidate:
- Experienced back office professional with strong supervisory skills and a proven track record in the financial services industry, preferably a commercial bank
- Must be educated to degree level. An additional recognised professional qualification will be an advantage
- Must have excellent understanding of the Customer Services, Compliance framework of a financial institution, Compliant Handling and knowledge of general operational policies
- Thorough understanding of settlements, interbank clearing and other back office functions
- Excellent organisational and interpersonal skills, good written communication skills and outstanding telephone etiquette
- Strong skills with MS Office products, particularly Word, Excel
- Helpful and efficient when dealing with clients, be able to work well under pressure and be a dedicated team player
- Must be proactive and have a flexible approach to working
- Must have a keen attention to detail and a willingness to learn
Please click on the APPLY button to send your CV and Cover Letter for this role.
Candidates with the relevant experience or job titles of; Service Delivery Manager, Client Services Manager, Client Relationship Manager, Customer Service Team Leader, Service Delivery Team Leader, Customer Services Executive, Client Communications, Relationship Executive, Client Relationship Officer, Customer Service Representative, Client Service, Customer Relationship Consultant, Customer Relationship Representative, Customer Advisor may also be considered for this role.
