Hiring Manager: Vicki Kyslun

JOB OVERVIEW:

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 withing 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 practice 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

customer 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.

• Ensure you 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.

We may request that you undertake alternative activities which (still within CCO) are not specific to the tasks outlined

within this role profile. This is to allow us to collaborate and meet customer demand in all areas of CCO. This will be

for a defined and limited period and full training will be provided to you where this need is identified.’

Requirements

EXPERIENCE AND QUALIFICATIONS:

• Demonstrate relevant bank and experience relevant to the role, 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 resolver', owning and resolving issues.

• Strong verbal communication skills.

• Ability to meet schedules and deadlines with thorough, accurate and quality work.

• Self-motivated with excellent organizational skills and in-depth analytic skills

• Ability to work in a close team, with an appreciation of the values and ethos of the institution]]> <