Client Support Analyst

About us

ClearBank was built on the belief that banking infrastructure would no longer slow down progress. Instead, it’s the catalyst that unlocks the potential to innovate. That’s why our clients — financial institutions from fintech’s and crypto platforms, to banks and credit unions — use our API to power their banking infrastructure.

But we wouldn’t be ClearBank without our people. They’re what powers our innovative technology and the reason we love what we do every day. We’re a group of spirited people who are never afraid to challenge the norm – becoming stronger, more energised, and that much better when we’re together. It’s our belief in fairness, autonomy and choice that means our people are empowered with the tools to learn, grow, and contribute to ours and our clients’ success. Interested in joining us? Read on or visit our website for more information.

About you

You’ll be joining the Client Services team as a Client Support Analyst. Reporting to the Client Support Team Leader, you’ll be a part of a fast-growing business that is challenging the market and doing things differently.

As a Client Support Analyst, you will be supporting and and delivering operational tasks and facilitating the day to day running of ClearBank’s payment and customer related activities to ensure our customers receive exceptional service. In this Operations based role, you will interact with cross-functional teams across the business to deliver and perform daily tasks with the opportunity to be involved in multiple projects.

And you’ll be joining one of the fastest-growing tech companies in the UK, according to Deloitte Fast 50.

You will be

• 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

Working hours - The Client Support Team work shifts between 6am and 7pm, Monday to Friday on rotation. Occasional out of hours support maybe required but you will be notified in advance.

Requirements

What we are looking for

• 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
• Experience in handling customer complaints and following the regulated complaints process
• Experience of working in a customer service environment
• Acting as a first point of escalation to resolve customer, internal and external bank queries ideally, experienced at investigating and resolving reconciliation differences
• Strong analytical, organisational and interpersonal skills
• Ability to prioritise and work on multiple items concurrently
• Delivery and solutions focused
• Able to work collaboratively with customers and colleagues to solve problems
• Data led, and using data analysis to drive improvements and deliver better customer outcomes
• Passionate about helping customers unlock their potential

Benefits

About what we offer

• At ClearBank we have a flexible working philosophy, empowering our employees to manage their time in a way which allows them to meet both work and personal commitments, in partnership with their line manager
• Spacious and well-equipped new offices in London
• 27 days annual leave per year, plus flexible bank holidays
• Option to work abroad for up to 30 days in a 12-month rolling period
• Regular company-wide socials
• Take a couple of days per year to volunteer with your chosen charity to do something bigger than ClearBank
• Private healthcare and discounted dental cover, with employee healthy living perks and discounts
• Enhanced family-friendly leave
• Plus, you’ll have the opportunity to join an innovative team that’s building a bank fit for the future! 🚀
  

ClearBank is committed to ensuring equal opportunities throughout every stage of the recruitment process. ClearBank recognises that diversity is vital to the long-term success of the business in the communities and markets in which it operates. ClearBank is also a firm believer that an inclusive culture fosters greater employee engagement and collaboration.

ClearBank strives for diversity and inclusion of all forms, including (but not limited to): gender, age, educational and professional background, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief and sexual orientation.

As part of the Company’s commitment to equal employment opportunity, we provide reasonable adjustments, to candidates during the recruitment process, including to individuals with disabilities. We want to create a safe space that welcomes everyone so please let us know how we can accommodate you. In case you have any accessibility requirements you can share that with our Talent Acquisition team prior to your interview stage, if applicable.

The legal bit

By submitting your CV, you confirm that you can demonstrate you have the right to work in the UK. Regretfully we are not in a position to sponsor applicants for immigration purposes at the current time. By submitting your CV to ClearBank Limited you are providing your consent for us to use the information you provide for recruitment purposes. For more information on how we manage your data go and check out our Candidate Privacy Notice on the ClearBank website to see how we process, manage and look after your data. You are also allowing us to communicate with you by email and telephone for recruitment purposes.