ClearBank® Customer Experience Graduate Programme

Job Description

Are you interested in joining and learning about a revolutionary, fast paced and innovative environment If this is you, keep reading! About the Role We are looking for Graduates to join our team who are customer-focused, excellent communicators and have a passion for FinTech. Our ClearBank® Customer Experience Graduate Intake programme allows you to experience a number of customer-centric roles within our Customer Experience Team. You will be part of the Bank’s Customer Experience Team and will have opportunity to support activities throughout customer lifecycle including but not limited to: customer engagement, customer implementation, customer/partner care, scheme management and customer insights and improvements. In addition, you will develop an in-depth understanding of the payments and banking industries. About You The ideal candidate is looking to pursue a career in customer experience and wants to learn more about being a disrupter in the Payments industry. You will be able to demonstrate; · The ability to be a self-starter; collaborate well within a team and problem solve · Excellent written and verbal communication skills · Evidence of your passion and achievements About what you’ll learn Customer Experience Team exists to enable the success of all of Clearbank’s customers (internal and external) on their ClearBank journey by bringing ClearBank’s Banking-as-a-Service (‘Baas’) products to life through the execution of compelling interactions in moments that clearly matter. Various teams that you will get to work with are as follows; Customer Engagament: · Pre-Sales Support (involve appropriate subject matter experts) · PM Complex Customers and Baas partners · RFP support and requests · Due Diligence on partners/Baas partners Customer Implementation: · Customer implementation (API) · Application / Due diligence – Financial Crime/Credit/Reputational · Customer committee packs/coordination · Operational readiness for the pipeline · Technical set-up in all systems Customer/Partner Care: · Payment exception monitoring and handling · Query Handling · Subject matter experts for operational flows · Customer Service reviews · Offboarding processes · Maintenance of post implementation customer data · Operating model and oversight model for Baas partners · Partner relationship management Scheme and Industry Engagement: · Manage all scheme and industry activities · Provide input into product development and process design for scheme activities · Manage third parties for scheme and industry activities Customer Insights and Improvements: · Define customer experience and key performance indicators for Clearbank · Provide input into processes and product development across the bank · Coordinate customer surveys and customer meetings · Process re-engineering across the bank · Subject matter expertise on customer experience · Reporting and governance · Lead customer communication development and improvements · Work with PR and Marketing to ensure consistency · Manage risk and governance activities · Interface with Second, Third Line and Regulators · Support Incident Management · Operational readiness for new product/process changes including UAT About what we offer · A suite of competitive employee benefits and perks · A supportive, challenging and agile environment · You’ll also get to work in one of the most exciting Banks in the market right now. The legal bit: By submitting your CV you confirm that you can demonstrate you have the right to work in the UK. Regretfully we are not in a position to sponsor applicants for immigration purposes at the current time. By submitting your CV to ClearBank Limited you are providing your consent for us to use the information you provide for recruitment purposes. For more information on how we manage your data go and check out our Candidate Privacy Notice on the ClearBank® website to see how we process, manage and look after your data. You are also allowing us to communicate with you by email and telephone for recruitment purposes.