About the role

Client Support Analyst supporting ClearBank’s customer-related activities and payment operations. Building relationships and ensuring compliance with regulations in a hybrid work environment.

Responsibilities

Enabling a culture of continuous improvement of our processes and workflows by being proactive and innovative
Supporting Team Leaders and Deputy Team Leaders where necessary, working closely with them to achieve and deliver results
Building and maintaining an understanding of AML, KYC, banking sanctions and FCA regulations to ensure that handling of customer accounts and client funds is always fully compliant
Building and maintaining relationships with customers, payment schemes and colleagues ensuring the service provided is of a high standard
Producing any reports and management information where necessary
Act as the main point of contact for assigned key clients, building strong relationships and understanding their needs and business context

Experience of UK Payments, FX and international/cross border payments with working knowledge of payments messages, formats, and required scheme validations across each UK scheme (Bacs, CHAPS, Faster Payments essential)
A sound understanding of clearing and settlement processes for the major UK and EU payment schemes
Demonstrated expertise in MCCY reconciliation processes, including nostro account management and resolving reconciliation differences
Acting as a first point of escalation to resolve customer, internal and external bank queries ideally, experienced at investigating and resolving reconciliation differences
Experience in a client/customer-facing or operational support role, ideally within financial services or a similar regulated environment
Experience handling exceptions payment processing and understanding payment processing workflows is desirable
Understanding of Credit Payment Recovery, Bank Error Recovery, Direct Debt indemnity claims or Beneficiary claiming non receipt is desirable
Familiarity with SWIFT messaging standards and formats (e.g. MT199) is desirable
Strong communication and interpersonal skills, with the ability to build rapport and trust with clients and colleagues
Experience in handling customer complaints and following the regulated complaints process
Ability to prioritise and work on multiple items concurrently
Delivery focused and highly self-motivated with a can-do attitude.

We're flexible – We support a culture of flexibility which allows our employees to achieve a strong work-life balance.
Offices – Work in a way that works for you – whether that’s in the London office, at home, or hybrid.
Holiday – 27 days of annual leave per year, plus bank holidays.
Work abroad – You have the flexibility to work outside of the UK for up to 30 days in a rolling 12-month period.
Socials – Regular social events open to all.
Holiday swap – Option to swap your bank holidays to any other day of your choice.
Wellbeing – 24/7 employee assistance programme including mental health support, life assurance and income protection.
Bigger than ClearBank – Take a couple of days per year to do something that matters to you.
Healthy living – Private healthcare and discounted dental cover, with employee perks and discounts.
Family – Enhanced family-friendly leave.
Personal development – We offer personal development budgets, opportunities to take part in role-related training and unlimited LinkedIn Learning.