ROLE PURPOSE: 

Assisting clients and the sales team in all aspects of client servicing. Working in the front office sales team making them aware of any outstanding client documentation, helping collate, review and package new account applications, pitches and sales collateral including marketing material. Have direct client contact, providing after sales support and meeting clients face to face for online walk through training when necessary. Entering and maintaining leads onto the CRM database. 

ROLE REQUIREMENTS

Key Accountabilities & Key Activities / Decision Areas

Maintain Client Records

• Organising and diarising client follow ups
• Maintaining records of all client contact to a high standard
• Ensure company procedures and high standards are followed at all times, with particular focus upon KYC procedures
• Support remediation exercises updated and complete

Keeping the system updated

• Upload documentation supplied by clients and sales colleagues
• Ensure CRM is up to date whenever necessary
• Ensure all trigger events are used as opportunity to update client records Including documentation and information
• Ensure all client engagement is CRM client file recorded

Risk & Compliance

• Understand fraud and compliance procedures when packaging new account applications and requesting documentation
• Upload documentation supplied by clients effectively
• Ensure CRM is up to date whenever necessary
• Maintain a risk and compliance clean bill of health with no claims and losses
• Handle complaints from start to finish

Supporting Sales Team ensuring client needs are met

• Provide Administrative and sales support to the sales team
• Handle customer enquiries (email and by phone) regarding their bank application and account status
• Send Prospect clients new application packs whenever necessary
• Liaise with clients when documentation sent is incomplete or wrong, either by phone and or by email
• Relationship building at all levels, internally and externally
• Ensure all leads are entered in CRM
• Stimulate interest in banks products and services, cross-sell and seek referrals at every opportunity

Day to day operations

• Work closely with the Marketing Team to provide necessary support and feedback on marketing campaigns/exhibitions
• Ensure all tasks are carried out within set time frames
• MI and KPI reporting
• Ensure all client communication are fit for purpose and approved by relevant teams particularly Legal, Compliance and Marketing
• Handle client queries received by all methods of communication, including face to face, emails, telephone calls and post