This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.

Join us as a Customer Service Associate in Private Banking

• Join our Operational Investment team, where you’ll use your expertise to deal with complex issues and support others in your team to do the same within the wider business
• You’ll be coaching the team and sharing your knowledge of the business, processes and investment products, as well as using a wide network of contacts to deliver the best outcomes
• In return, you'll be working in a supportive environment with opportunities to advance your personal and career development
• We’re offering this role for a period of 10 months
• You’ll work from home some of the time, but you’ll also spend at least one day a week working from the office

What you'll do

In this key role, you’ll be managing processes and supporting colleagues to achieve the correct outcomes. You’ll be prioritising daily workloads for yourself and the team, identifying process improvements and efficiencies and providing coaching and technical training to the team.
As well as acting as an escalation point and technical subject matter expert to the team, you’ll adhere to service level agreements and escalate issues and breaches. You’ll also be ensuring the timely and accurate processing of information and maintaining comprehensive audit trails.

Day-to-day, you’ll also be:

• Verifying colleagues' work to make sure instructions are dealt with appropriately and to a high standard
• Dealing with incoming correspondence from other business areas, customers and external parties
• Supporting bank-wide projects and ensuring any relevant team impacts are embedded
• Delivering process improvements, involving creating IT tickets, testing and raising bugs
• Creating and maintaining operating procedures, including relevant controls to meet the bank's and local policy requirements
• Owning and managing risks within a defined risk appetite

The skills you'll need

You’ll bring experience of delivering outstanding customer service, along with excellent interpersonal and communication skills. With strong planning and organisational skills, you’ll be able to work well under pressure, prioritise your tasks and deliver to deadlines.
On top of this, you’ll have knowledge of investment products and an understanding of relevant organisational policies and procedures. Ideally, you’ll also bring knowledge of Avaloq, but this isn’t essential.

You’ll also need:

• A good technical understanding of investment products and legislation
• Knowledge of funds and securities matching and settlement, treasury operations or cash
• The flexibility to adapt to changing business needs
• A background in using Treating Customers Fairly principles
• An analytical approach to problem solving

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