Client Servicing Executive

Client Servicing ExecutiveLondon - 2 days a week on site - 3 days remote Contract until the end of March 2025£180 per day PAYE

Are you looking to join a dynamic team in the banking industry? Our client, a leading financial institution, is seeking a talented individual for the role of undefined. As part of their team, you will play a pivotal role in ensuring daily team tasks are completed accurately and on time, while maintaining high operational standards. This role is Monday - Friday and on shift patterns of 8:30 - 4:30, 9:00 - 5:00 9:30 - 5:30

Purpose of Role

The Client Servicing Executive plays a critical role in ensuring Business-As-Usual (BAU) and other daily team tasks are completed accurately, on time, and to the expected standards in accordance with operational procedures. The role involves escalating issues and challenges, reporting routinely, and promptly updating management. The executive is proactive in reviewing and maintaining desktop procedures, suggesting improvements to enhance operational processes, and promoting a customer-centric culture by fostering internal and external relationships.

Key Role and Daily Tasks

• Review and analyse daily reporting around regulation EU2015/847 for all EMEA offices, recording and raising any transaction failures as investigations.
• Ensure all investigations are actioned within 24 hours of receipt and chased within agreed timescales.
• Produce monthly reports and metrics for investigations related to transactions failing under regulation EU2015/847.
• Generate monthly reports on persistently failing Payment Service Providers (PSPs) under regulation EU2015/847.
• Act on and record 'Request for Information' investigations from internal departments (e.g., FCMO and Compliance) and external parties (e.g., New York office) within SLA guidelines.
• Monitor group email inboxes to ensure timely management of all emails.
• Process allocated reconciliation items daily, resolving outstanding items promptly.
• Handle daily payment-related investigations, keeping stakeholders and customers informed of ongoing investigations.
• Cross-train in other areas within the section, including Customer and Control (e.g., Payment confirmations, SSI confirmations, Retail banking products, and related queries).
• Assist in creating test plans and scripts, performing User Acceptance Testing (UAT), and ensuring timely completion, escalating issues to management as needed.
• Work as part of a team to meet customer needs, team objectives, and ad hoc tasks within defined timeframes.
• Understand the context of the role and its contribution to the wider team objective.

Skills & Qualifications

• Knowledge of regulation EU2015/847.
• Understanding of sanction and fraud investigations related to commercial payments.
• Familiarity with commercial payment systems, including CHAPS, BACS, SWIFT, SEPA DD, SEPA CT, Target, and local ACH systems.
• Experience with payment-related investigations, using risk-based logic for timely resolution.
• Knowledge of retail banking products such as Cheques, Standing Orders, and Direct Debits is desirable.
• Excellent communication skills, effective at all levels.
• Self-motivated, energetic, flexible, and collaborative.
• Experience with User Acceptance Testing (UAT).
• Ability to listen to and act upon feedback to improve results, producing accurate, high-quality work.
• Foster a self-aware client-centric culture, swiftly escalating operational issues that could impact clients and pose reputational risks.

If you are passionate about banking, have a keen eye for detail, and enjoy working in a fast-paced environment, we want to hear from you

Please be advised if you haven't heard from us within 48 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you accordingly.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.