Client Services Executive

Job Description

The OpportunityShawbrook is a new type of specialist financial services company, combining the relentless focus on customer service and innovation you would expect from a fintech with the expertise and certainty of a bank. Shawbrook is driven by a purpose to solve complexproblems that unlock opportunity for its rapidly growing customer base of over 300,000 UK consumers and businesses.Our success would not have been possible without our Team. Our people differentiate us from the competition through their deep sector knowledge, they are the life force of our business.Join Shawbrook because you:

• Want to help us deepen our industry sector knowledge, combining technology alongside the best banking brains
• Want to build a bank for the future and be part of our digital transformation journey that will enable customers & businesses to thrive
• Want to continue to grow professionally. We encourage you to grow and be the best version of yourself
• Care about sustainability We want to be better for our people, environment, and society
• Bring passion and enjoyment to your work. Youll work hard but youll have fun too

The Role & ResponsibilitiesReporting to the Customer Support Manager with responsibility for supporting various processing and analysis aspects of Invoice Discounting / Asset Based Lending with key responsibilities (including but not limited) the processing of payments, user set upsand password resets, soundings, schedules, telephone queries and mailbox monitoring Demonstrating excellent customer service and operational efficiency, ensuring compliance with all Shawbrook policies and procedures always

• Working as part of a wider team supporting the growth of the business. Client Management, Risk, Portfolio Support, Audit to ensure a deep understanding of relationship status, risk ratings and any bespoke requirements
• Tasks include (but not restricted to) inputting schedule soundings check, processing client payments within prescribed timescales in accordance with Shawbrook policy and operational mandates, answering internal and external telephone calls and monitoringteam mailboxes
• Inputting client data accurately into internal systems within deadlines to support with data management and month end reconciliation
• Building highly effective relationships with Client Managers, Clients to ensure queries are dealt with in a timely and professional manner
• Adhere to all Legal, Regulatory, Compliance and Business policies and procedures
• Continually seek out opportunities to improve the operation and build efficiencies into processes to reduce manual workload
• Own, investigate and resolve all Client enquiries regardless of complexity, provide excellent service via verbal and written forms of communications
• Proactively engage other parts of the business to ensure complete understanding of risk and issues that are identified to minimise financial loss
• Support Senior/Customer Support Manager through provide accurate reporting on processes completed and variance to ensure individual / departmental MI is available to drive performance and forecasting
• Completion of regulatory training courses within deadlines such as Data Protection Act, Money Laundering Regulations, Financial Crime and ensure full understanding and responsibilities are consistently applied
• Continuously develop self in knowledge and day to day role taking on feedback and action whilst supporting others to do the same. Maintain Skills Matrix and adherence to Training and Competency Framework
• Always act as a role model for the Shawbrook values and encouraging others to do the same

The Person

• Minimum of 1 year banking or financial services experience
• Minimum of 1 year Customer Service experience
• Preferred Sales Ledger Reconciliation knowledge
• Credit Control useful but not essential
• Possess a solid understanding of Invoice Discounting / Asset Based lending
• Sound analytical and problem-solving skills
• Ability to learn new skills as the business grows enabling us to meet service standards
• Computer literate (good knowledge of MS Office suite - Excel, Word)
• Conscientiousness
• Team player
• Attention to detail
• Meeting deadlines
• Self-confidence
• Customer service orientated
• Decision making skills
• Flexibility
• Using initiative
• Good written and verbal communication skills
• Excellent time management and organisational skills
• Ability to maintain high work standards in pressured work environment
• Enthusiastic "can do" attitude
• Professional and well presented
• Adaptable to change
• 12-month fixed term contract, maternity cover
• Able to commute reliably to office base and support customer visits/audits where necessary
• Able to work extended hours on occasions when required