Cards & Clearing Officer - 15 Month FTC

This role is responsible for accurately and efficiently handling Card & Clearing transactions, following established procedures and compliance requirements. The role focuses on processing payments, maintaining clear records, and supporting the team by ensuring all work is completed to a high standard. Attention to detail, reliability, and a willingness to learn are key.

RESPONSIBILITIES

• Cards & Clearing Processing: Responsible for the accurate and timely processing of Card & Clearing tasks and related tasks. Use technical knowledge to operate within regulation and legislation. Accurately execute work within SLA. Respond to customer queries in person, by telephone or in writing. Ensure open and honest communication, and raise any questions, errors or concerns with senior members of the team.
• Customer Excellence: Provide friendly and professional service to customers, handling queries promptly and accurately. Escalate complex or unusual issues to more senior colleagues or the manager as appropriate. Help ensure customer requests are resolved efficiently and within agreed timescales. Maintain open and timely communication with internal stakeholders.
• Operational Management: Ensure work is processed in a timely manner, contributing to an efficient workflow for the team. Be proactive when processing work and assisting colleagues to ensure work is completed within SLA.
• Process Improvement: Challenge ways of working to ensure work is completed in the most efficient way without negatively impacting customers or colleagues. Identify opportunities to streamline workflows and improve service delivery.
• Quality Assurance: Ensure work is completed accurately and with a ‘right first time’ mentality. Stay competent within your role through continuously learning and acting on feedback when received.
• Compliance Risk Management: Follow all relevant procedures, policies, and regulations when processing payments and handling customer data. Report any errors, risks, or incidents to the manager immediately.
• Technology and Innovation: Stay informed about the tools and systems used by the team, and use them correctly to process payments and complete daily tasks. Suggest improvements or flag issues with technology to the manager or technical colleagues, helping to keep processes running smoothly. Embrace new ways of working and be open to learning about updates or changes to systems and procedures.
• Teamwork and Communication: Work collaboratively with colleagues, sharing information and supporting others as needed. Communicate clearly with the manager and team, raising any issues or uncertainties promptly.

Please note this job description is not exhaustive, and employees may be assigned additional reasonable tasks as required. This role is subject to the FCA/PRA Conduct Rules. Employees must familiarise themselves with these regulations, adhere to compliance requirements, and complete any necessary training as mandated by the FCA/PRA and the bank. Participate in team meetings and training sessions to stay up to date with best practices.

EXPERIENCE AND QUALIFICATIONS

• Demonstrate relevant banking experience specific to Cards & Clearing processing and outstanding customer service to high-net-worth customers.
• Proven ability to work under pressure and in a fast-paced environment.
• Self-motivated with excellent organisational skills.
• Comfortable with ambiguity and change, and happy working in a fast-paced environment.
• Proactive problem solver, owning and resolving issues.
• Strong verbal communication skills.
• Ability to meet schedules and deadlines with thorough, accurate and quality work.
• Must have a minimum of five GCSEs grade A-C (including Maths and English) or equivalent. Two A Level Grades A-D are desirable.

EXPECTATIONS

• Resilience Practitioner: Applies resilience techniques to manage stress and recover from setbacks. Maintains a positive attitude and adapts to changing circumstances. Utilises support networks and resources to enhance resilience.
• Team Working and Collaboration Practitioner: Communicates clearly and is available to support the team. Works with others to solve problems and avoid siloed working.
• Data Literacy & AI Awareness: Accurately interprets and manages customer data using CRM and other banking tools. Embraces AI-driven solutions to enhance service delivery and operational efficiency.
• Customer Service Awareness: Understands the bank's basic principles of customer service and the importance of customer satisfaction in banking.
• Regulatory Awareness: Maintains proficient level of knowledge of regulations, bank policies and procedures, and key controls.

BENEFITS

• 25 days of holiday
• Market-leading pension
• Group life assurance
• Group income protection
• Season ticket loans
• Private medical insurance
• Subsidised staff dining room
• Charitable donations/Give As You Earn
• Eye care
• Flexible benefits
• Additional annual leave
• Computer products
• Charity days
• Critical illness and critical illness spouse/partner
• Cycle to work
• Dental insurance
• Personal accident insurance
• Travel insurance
• Vehicle breakdown cover
• Eldercare
• Workplace nursery scheme
• Electric vehicle scheme

If you have a disability, health condition or are neuro-diverse and may benefit from some adjustments and support during the recruitment experience, then just ask – we don’t want our hiring process to be a barrier for you. Finally, please note that no candidate will meet every single desired requirement. If your experience looks a little different from what we have identified and you think you can bring value to the role, we would love to hear more about you!