Customer Care Analyst - Payments Specialist (Fully Remote) Customer Care Analyst - Payments Specialist (Fully  …

Clear Bank
in London, United Kingdom
Permanent, Full time
Last application, 04 May 21
Competitive
Clear Bank
in London, United Kingdom
Permanent, Full time
Last application, 04 May 21
Competitive
Posted by:
Paul Argyrides • Talent Acquisition & Advisory
Posted by:
Paul Argyrides
Talent Acquisition & Advisory
As a Customer Care Analyst, you will support and deliver operational tasks and facilitate 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 and third parties to deliver and perform daily tasks with the opportunity to be involved in multiple projects.

Our Working Hours:

The Customer Care Team work 3 shifts between 7am and 7pm, Monday to Friday on rotation and this role also includes an out of hours support and on call rota.

About You

You will fit right in at ClearBank if you are:

  • Passionate about helping our customers unlock their potential
  • Committed to delivering excellent interactions and outcomes both internally and externally
  • Driven to continuously improve things
  • Curious and keen to learn and apply new skills
  • Able to creatively solve problems
  • Keen to embrace new technology and have an agile mindset
  • Enthusiastic about analysing data and using it to drive improvements and deliver better customer outcomes
  • Able to work collaboratively with customers and colleagues to solve problems

Ideally, you will be currently working in a customer service role focused on payment investigation and reconciliations. Whilst we are happy to train and support where necessary we are looking for candidates who are already competent in the following:

  • Extensive experience of UK Payments (particularly BACS knowledge), FX and international/cross border payments
  • Working knowledge of payment messages, formats, and required scheme validations across each UK scheme (BACS, CHAPS, Faster Payments essential) including a sound understanding of clearing and settlement processes for the major UK payment schemes and specifically BACS Direct Debits, Direct Credits and Direct Debit Indemnity Claims (DDIC)
  • Experienced at investigating and resolving reconciliation differences
  • Strong attention to detail and accuracy
  • Strong analytical, organisational and interpersonal skills
  • Ability to prioritise and work on multiple items concurrently
  • Enable a culture of continuous improvement of our processes and workflows by being proactive and innovative
  • Support Team Leaders and Senior Analysts where necessary, working closely with them to achieve and deliver results
  • Build and maintain relationships with customers, payment schemes and colleagues ensuring the service provided is of a high standard
  • Produce any reports and management information where necessary
  • Good understanding of payment recall processes - Credit Payment Recovery (CPR) for Faster Payments and BACS
  • Experience of processing Static Data changes via Bacs Payment Services website
  • Strong work ethic and team player mentality

Role Requirements

Along with the above experience, we expect the prospective candidate to be willing and able to perform the following:

  • Enable a culture of continuous improvement of our processes and workflows by being proactive and innovative
  • Support Team Leaders and Senior Analysts where necessary, working closely with them to achieve and deliver results
  • Build and maintain relationships with customers, payment schemes and colleagues ensuring the service provided is of a high standard
  • Produce any reports and management information where necessary
  • Overall, this is a responsible, multi-faceted role with the potential to gain unique and unrivalled experience and focused career progression.

About what we offer

  • A suite of competitive employee benefits and perks including pension, medical programs, employee discounts and more!
  • A supportive, challenging and agile environment
  • You’ll also get to work in one of the most exciting Banks in the market right now

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. Our recruitment process includes reference, credit, and DBS checks. You are submitting your CV to ClearBank Limited who will use the information you provide for recruitment purposes and as otherwise permitted by the Data Protection Act 1998. You consent to our communicating with you by email and telephone for recruitment purposes.

Perks, benefits and rewards

Personal Development

  • Great learning and promotion opportunities

Holiday

  • 32 holidays a year (including bank holidays)

Health

  • Private medical and dental cover

Pensions

  • 6% employer contribution through the ClearBank scheme

Family

  • Enhanced maternity, paternity and adoption leave

Community

  • 2 days off each year to do something bigger than ClearBank

Diversity and Inclusion

Diversity & Inclusion are key to our mission. At ClearBank we recognise and respect that each individuals unique perspectives are what allows us to build the bank we all enjoy working in. We believe that the difference between people creates value. We focus on inclusion to create a safe and welcoming workplace culture which encourages and enables people to achieve their best, innovate and most importantly speak up to make us better.

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