Senior Administrator eBanking Helpdesk - Jersey

 Jersey - Great Britain       Permanent contract        Other job functions

Responsibilities

Description of the business line or department

KH Operations comprises of the following areas –

Banking Operations - Banking and Treasury Operations (including cards and e-banking, Client Reporting, Scanning and Archiving

Fees and Billing

Securities Operations – Settlements, Corporate Actions, Transfers, Custody and Custodian oversight, Stock Data Management.

Middle Office – Private Banking and Investment controls and reporting (including CASS and other regulatory reporting)

CDD/AML Client On-boarding and periodic reviews

Relationship Management and oversight of 3rd Party Suppliers where Operations is the lead stakeholder

Core system custodian – re-certifications, User Acceptance Testing and Subject Matter Expertise

Operational Projects, End to End Process continual improvements

Operations SMEs for tactical and strategic projects

Credit Administration

Summary

  • Day-to-day servicing of all our eBanking clients

  • To provide an efficient service to clients by processing of transactions and answering of queries via email or phone.

  • To main the interface between client and their account/balances maintained with ourselves, relating to eBanking

  • To assist clients with queries and provision of relevant information regarding their account(s) with the business

  • Adherence and delivery of customer call structure

Key responsibilities

  • To ensure an effective and efficient service is provided to clients ensuring standards and deadlines are met, by:.

    • Set-up and activation of clients on the eBanking system

    • Filter and where appropriate escalate technical issues from the client / business to IT

    • Provide 1st level technical support for queries from internal and external clients with escalated items going through agreed channels

    • Manage the current outstanding calls and provide updates to the business within agreed SLA’s

    • Complete system testing for new developments and defect fixes

    • To undertake all ancillary tasks regarding eBanking

    • Retrieving of client information, utilising appropriate identity checks, accurate recording of information to ensure appropriate action occurs

    • Monitor and follow outstanding tasks within agreed service levels

  • Continually review processes, procedures and systems, in conjunction with the team, the rest of the business and clients as appropriate, to ensure that opportunities for improvement are recognised and acted upon and changing customer needs are met.

  • Investigate complaints, queries and problems from internal and external clients and suppliers, digging deeper to understand the underlying issues and acting to ensure they are appropriately addressed.

  • Identify issues and problems with data, service quality, internal processes and procedures, recommending improvements and seeking approval for action.

  • Provide support to colleagues, sharing information and offer assistance when needed within the team.

  • Ensure adherence to KH Internal controls standards, systems and procedures that appropriate standards are maintained in all aspects of operational risk and compliance which are endorsed by subsequent audits.

  • Develop and sustain a broad technical knowledge across a wide range of products and services.

  • Develop a deep knowledge of operational processes on Olympic and across markets and industries

  • Update personal knowledge of regulatory and wealth management market, ensuring that the reputation of KH is upheld to the highest level possible in terms of compliance and reputation internally and externally and to give continuous consideration to treating customers fairly.

  • Understand and apply internal Risk and Compliance policy, process and procedures.

  • Check and review own work for completeness and accuracy, identifying and correcting any discrepancies or errors.

  • Assist with review of processes, procedures and systems, in conjunction with the team to ensure that opportunities for improvement are recognised and acted upon and changing customer needs are met.


Profile Required

Competencies and work experience

Essential

  • Delivering business results in a client facing role

  • Able to handle client enquiries courteously, efficiently and professionally

  • Knowledge of e-banking systems and banking practices

  • Considers options available and finds best solutions to meet client needs

  • Able to effectively plan workload of self, based on priorities and deadlines

  • Works to high standards of accuracy, quality and attention to detail

  • Able to effectively perform different tasks depending on needs

  • Can communicate information and ideas clearly to team and clients

  • Keyboard / telephony skills

Desirable

  • Able to prepare and produce well-structures written materials

  • Knowledge of general office duties and standard banking procedures

  • Knowledge of banking services and products e.g. card services

  • Knowledge of payment routing, swift and Bacs

  • Knowledge of due diligence and KYC

  • Knowledge of account opening/closing

Education/Professional Qualifications

Essential:

  • Worked in a similar position in a complex financial services organisation, for at least 2 years

  • SLA & KPI management

Desirable:

  • Banking experience of 5 years plus


Why Join Us

If you feel you have the required experience and qualifications, then please apply to the SG Resourcing Team, and we will manage your application. At Societe Generale, we believe our people are our strength and are core to the success of our business. As such, we search for, recruit and appoint the best available person on the basis of aptitude and ability, regardless of sex, marital or civil partnership status, race, colour, nationality, ethnic or national origins, pregnancy, disability, age, sexual orientation, religion, belief or gender reassignment


Business Insight

People join for the impact they can have on us. They stay for the impact we have on them. A flatter structure offers visibility and exposure beyond that of our competitors, so you know our names, and we know yours. It's personable, human, and inspires success through passion. By encouraging open mindedness and a willingness to share ideas, we have adapted to market changes and thrived through innovation. Bringing words like “hard work” and “dedication” together with “community” and “respect” has enabled us to work collaboratively and build our future together. We call this Team Spirit and it's what makes us different. It's what makes you different.


All our positions are open to people with disabilities

Job code: 19000T3B
Business unit: Kleinwort Hambros
Starting date: 30/12/2019
Date of publication: 30/10/2019
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Senior Administrator eBanking Helpdesk - Jersey

Permanent contract   |   Jersey - Great Britain   |   Other job functions