Client Operations Representative

The Client Operations Representative plays a pivotal role in delivering exceptional customer service and operational support across the Bank’s client base. This role is responsible for responding to customer queries and complaints with empathy, accuracy, and efficiency, ensuring that all interactions lead to fair and positive outcomes in line with Consumer Duty obligations.

The representative will proactively identify and support vulnerable customers, ensuring their needs are met with sensitivity and care. They will also contribute to operational initiatives that directly impact client experience, working collaboratively across teams to enhance service delivery and operational effectiveness.

• Customer Queries: act as the first point of contact for customer enquiries across multiple channels, taking ownership of cases through to resolution and coordinating with internal teams where required.
• Customer Loyalty: deliver exceptional customer experiences through professional, empathetic and effective communication, promoting the Bank's values, products and commitment to fair customer outcomes.
• Operational Initiatives: contribute to operational projects, system enhancements and process improvement initiatives, providing customer insight to help drive service excellence and operational efficiency.
• Vulnerable Customers: identify and support vulnerable customers with empathy and discretion, ensuring appropriate action, escalation and fair outcomes in line with regulatory requirements.
• Customer Due Diligence: support Customer Due Diligence (CDD) and periodic review activities by obtaining, validating and maintaining accurate client information and documentation.
• Operational Resilience: assist in the delivery of the Bank's Operational Resilience framework, supporting testing, monitoring and continuous improvement of Important Business Services (IBS).
• First Line of Defense: operate as a key first-line control, identifying, escalating and helping mitigate operational, conduct and regulatory risks while ensuring adherence to internal policies and Consumer Duty principles.
• Day-to-Day Operations: support daily operational activities including payment investigations, client follow-ups, record maintenance and cross-functional initiatives that enhance service delivery.
• Client Communications (Servicing & Outreach): create and deliver clear, compliant client communications and outreach campaigns, supporting servicing activities, regulatory updates and operational change initiatives.

Knowledge and Experience:

• Previous experience in Customer Service or Middle Office roles is desirable but not essential; a quick learner with strong problem-solving skills will succeed.
• Experience handling queries via telephone, email, and face-to-face is advantageous, though full training will be provided.

Skills:

• Strong written and verbal communication skills with the ability to convey information clearly and professionally.
• Empathetic and active listening skills to understand and address customer needs effectively.
• Excellent organisational skills, including the ability to prioritise tasks in a fast-paced environment.
• Strong numerical ability for handling data and transactional queries.
• IT literate, proficient in Microsoft Office (Word, Excel, Outlook) and comfortable with CRM systems.
• Exceptional attention to detail and accuracy in all tasks.

Education:

• Degree level qualification or equivalent professional experience preferred.
• Professional banking, compliance or operational qualifications would be advantageous.

Languages:

• Excellent English and Spanish (written and verbal) are essential.
• Additional languages to a business standard are highly desirable, particularly French or Portuguese (including Brazilian Portuguese).