As a Business Direct Associate this role is within the Business Banking Operations team which is responsible for managing customer in-life changes such as mandate and signatory changes, BIB amendments, address and customer-detail changes, closures and other account updates. As well as completing appropriate due diligence checks for business current account and deposit products whilst also delivering a simply brilliant experience to ensure our customers have the best possible experience.
Our Team
To create a truly exceptional customer service experience you'll be working in conjunction with Front Line Managers and Flow Leaders to support ongoing training require and act as a referral point for colleagues improving the range of capabilities within your team. You'll be empowered to use your initiative to challenge process and come up with new ways of doing things we are always looking to improve and would like your input!
If you're passionate about providing a best in class, tailored based service to our business customers and supporting our Relationship Managers and are willing to do what it takes to ensure a great customer experience, then please read on.
Virgin Money is now part of Nationwide
Nationwide acquired Virgin Money in October 2024. Virgin Money continues to serve customers on the high street, and there will be a phased and considered integration over the coming years.
You’ll be employed by Nationwide from day one, delivering real impact and benefitting from a highly competitive range of benefits. We’re a workplace where you’re rewarded, recognised and celebrated.
Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process.
Job description - the role
What you’ll be doing
- Manage customer requests to amend their mandates by undertaking end- to- end due diligence to ensure the information we hold remains accurate and is up to date, and that the required checks have been caried out appropriately.
- Being point of contact for prospective and existing customers for a range of administrative tasks, providing fantastic customer experience
- Always providing professional and personable customer service, taking ownership of queries and requests
- Contributing to the team's overall business objectives
- Ensuring that service quality is of the highest order, developing measures to continually assess the service provided to clients
- Maintaining and demonstrating high degrees of data quality and accuracy
- Ensuring all policies, procedures and FCA banking regulations are always adhered to
- Working independently but also be a good team player, with a 'can do' attitude
- Managing different pipelines daily including email inboxes, new requests, returned customer information and internal approvals to maximise customer experience.
- Assessing the risks of the business and customer and ensuring we make the right decision to keep the business safe.
- Following a contact strategy to make sure our customers are kept informed and engaged at every step of the journey.
Candidate Profile: Key accountabilities, skills & experience
We need you to have
- Experience undertaking due diligence for customers including Know Your Customer and Know Your Business checks
- Knowledge of our business banking processes and products
- Telephony experience of supporting customers
- Risk management and mitigation awareness
- Experience of managing multiple workstreams at one time
- A genuine passion for customer service, and willingness to go the extra mile, to ensure a positive outcome
- Previous experience of building successful relationships both internal and external via various communication methods inclusive of calls
- Excellent organisational and administrative skills
- Good time management, ensuring all tasks are complete within required timescales
- A superb eye for detail to ensure the accurate and timely completion of tasks
- Knowledge of the Bank's policies and procedures
- A High level of awareness of money laundering, risk assessment and risk management policies and procedures
About the client
What’s on Offer
- Contract Length - 12 Months (Temp to Perm)
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Contact Details:
Alexander Mann Solutions (HK) Limited Recruitment Team
