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.’

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.

• Must have a minimum of five GCSE’s grade A-C (including Math’s and English) or equivalent.

• Two A Level Grades A-D are desirable

EXPECTATIONS

In addition to your role responsibilities, you must align with the following principles: Colleagues Expectations

SKILLS REQUIRED:

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.
Demonstrates the ability to stay focused and productive under pressure.
Uses problem-solving skills to navigate unexpected challenges
Supports colleagues in stressful situations, fostering a resilient team culture.
Demonstrates a growth mindset and willingness to try, learn and adapt

2 Team Working and Collaboration Practitioner

Communicates clearly and is available to support the team.
Works with others to solve problems and avoid siloed working.
Encourages strengths-based collaboration aligned to shared goals.
Resolves conflict and fosters a space for challenge and simplification.
Clarifies roles and promotes cross team accountability.

3 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.
Understands the importance of data security and regulatory compliance in all activities.
Utilises data insights to identify trends, inform decisions, and support continuous improvement.
Completes relevant training (e.g., Data and AI Academy, eLearning modules) to stay current with emerging technologies.

4 Customer Service Awareness

Understands the bank's basic principles of customer service and the importance of customer satisfaction in banking.
Can provide courteous and professional interactions with customers.
Recognises common customer service issues and knows whom to escalate them to.
Follows predefined standard operating procedures or guidelines for customer interactions.
Demonstrates a positive attitude and a willingness to assist customers.

5 Regulatory Awareness Awareness

Maintains proficient level of knowledge of regulations, bank policies and procedures, and key controls
Upholds ethical standards and integrity while ensuring compliance with UK banking laws and regulations
Ensures compliance with data protection regulations such as the General Data Protection Regulation (GDPR) in handling customer data.
Ensures compliance with consumer protection regulation (Consumer Duty, SM&CR) and guidelines to safeguard the interests of customer

25 DAYS OF HOLIDAY (Work Level 1-Associate)
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

Supporting Your Recruitment Experience

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!

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