Client Service Manager

Crown Agents Bank is a vastly growing and regulated UK bank that connects emerging and frontier markets to the rest of the world, using FX and payments technology. We are transforming the way payments and FX move through emerging markets, reducing friction so that more money gets to those who need it. Emerging markets payments are usually challenging, expensive, unreliable and opaque. Our solutions help fix these pain points. Ultimately, we connect traditionally hard-to-reach regions to global financial infrastructure, giving access to the best prices and the fastest, most reliable settlement.

FX and cross-border payments are often complex and expensive, especially when operating in emerging markets. Crown Agents Bank (CAB) wraps its deep and trusted relationships and strength of network around innovative digital capabilities, and cross-border transaction banking solutions to enable fintech, corporates, governments, development organisations and banks to move money to, from, and across often hard-to-reach markets.

Job Description

Role Purpose

Client Services is the primary client-facing function within Operations, responsible for delivering a consistently high standard of service tailored to each client’s individual requirements. The role supports the prompt, efficient and professional resolution of client queries, while helping to maintain strong client relationships and uphold operational service standards.

Role Responsibilities

• Handling general client enquiries, phone calls, emails and letters
• Liaising with multiple internal teams to resolve payment issues raised by clients
• Provide support to clients in relation to the payment channel they are using
• Oversight of client database, including client files, Mandates, SLAs and Tariffs
• Advising clients on the use of correct payment formats in line with payments regulation
• Manage standing orders on client accounts
• Liaise with clients regarding sanction hits on payments
• Review and approve written client instructions versus Mandate and signature list
• Undertake projects as and when required alongside day-to-day activities

Qualifications

Bachelor’s degree preferred.

Experience

• 3-5 years working in a banking or financial services environment.
• Knowledge of payments, including but not limited to SWIFT, ACH and mobile.
• French or Spanish language skills an advantage.

Additional Information

• Hybrid working (3 days on-site)
• Contributory personal pension plan: - Minimum: Employee 2% and Employer 7%. Employer matches contributions in 1% increments to a maximum of: Employee 5% and Employer 10%
• Life Assurance – 4 times annual salary
• Group Income Protection
• Private Medical Insurance – this may include cover for partner and or children at company cost. Cover includes Optical, Dental and Audiology
• Discretionary Bonus
• Competitive Annual Leave
• 2 Volunteering Days
• Benefit Hub