Interest Rate Derivatives Case Handler/Relationship Manager
Responsibilities
- Hands-on role to drive execution of communications to customer as defined by Customer Contact Operation (CCO) process and standards.
- Ownership of assigned customer cases (approx load of 50-70) with full compliance to quality standards on the following activities:
- Letter Production
- Call Management (Inbound Outbound)
- File Transcript Requests
- Customer Query Responses
- Meeting Arrangements
- Participation in daily stand-up meetings to provide progress updates
- Updating status tracking information in multiple case management systems with filing/archiving information to correct storage locations
- Raising escalations on suspect data or customer complaints/queries to CCO Team Lead
- Proactive approach to problem issue resolution
Skills Required
Essential Skills:
- Customer Centric approach – professional and calm with customer interactions to maintain positive relationship in all circumstances
- Taking Ownership – willingness to get the job done and be a team player
- Highly organized with Quality Focus – ability to prioritise work, be quick, accurate and compliant to defined process
- Self-Starter to achieve daily targets and work under pressure
- Adaptable / Multi-Tasking
- Skilled Eye for detail - quality control checking
Knowledge:
- Experience of TCF (Treating Customers Fairly) KYC (Know Your Customer) in commercial banking
- Working knowledge of interest rate derivatives and their use in commercial banking
- Discreet and professional with regard to handling sensitive information.
- Highly proficient with Technology - Excel/Word/Outlook apps
- Strong application of professional standards required in financial services culture
Experience:
- 3+ years experience in commercial/investment banking operations (middle office/client services)
- Customer facing roles for relationship management and communication
For more information, or to apply for the role, please contact Luke at luke.welham@jcwresourcing.com or call on 0203 589 9294
JCW are operating as a recruitment agency for the purposes of this position.
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