This role covers two critical service areas for the Bank. Both provide excellent administrative support to the Front Office, enabling them to offer a first class service to clients. One is responsible for onboarding new clients, managing switching requests and maintaining client static data throughout the banking relationship; the other provides centralised support to all areas of the Bank in terms of scanning, distribution and archiving of client documentation.
Both service areas require a high degree of service excellence and a keen attention to detail. Some information processed may be sensitive and discretion is expected at all times. You will need to be able to work quickly and efficiently, with minimal supervision and also become a ‘subject matter expert’ on the Document Management system.
Key Responsibilities
Client Service
Client Data
- Review new account packs and use relevant information to open new accounts, order new account stationery and set up online banking to the agreed standards of formatting within the agreed Service Level Agreements
- Communicate with Private/Commercial Bankers with updated progress on the onboarding of the client
- Manage Current Account Switching cases and monitor the progress daily to ensure completion
- Monitor incoming client data requests and complete accurately in line within the agreed Service Level Agreements
- Proactively engage with all teams across the Arbuthnot Latham business to ensure client needs are understood and delivered
Document Control
- Relevant client related post is either scanned or distributed across the business in a timely manner
- All ad-hoc scanning requests are turned around quickly and efficiently in line with SLAs
- Clearing and banking cheques are scanned in line with set SLAs
- The Document Control Team inbox is monitored and actioned accordingly
- Provide day to day support to all business areas on the Document Management system
- All outgoing post is franked accurately and prepared for collection by the relevant postal service
- All returned mail is managed according to bank policy
- Filing is regularly maintained
- All client documentation is archived in line with regulatory requirements
Operational Excellence
- Generate and deliver continuous improvement to processes to enhance client service
- Ensure all operational guidelines are prepared, followed and maintained
- Contribute to projects using relevant expertise to enhance the delivery and output to benefit the client and business
- Ensuring all client documentation is saved in one central place (Document Management System)
- Provide cover across both teams when required
- Report any system faults and ensures a speedy recovery of service
- Responsible for managing risks inherent to the role by diligently observing internal policies and procedures
People
- Actively help and support colleagues within the immediate team and wider Banking and Treasury Operations Department
- Proactively seek business overviews, cross training, coaching or mentoring that will either enhance your deliverables to the end client and/or your own progression within Arbuthnot Latham
- Represent the team in testing enhancements or project meetings as and when required by the Client Data & Document Control Team Manager
Key Interfaces
- Front office staff of all levels
- Third party suppliers