Client Support Analyst

About this role

Trust unlocks our greatest potential.

For decades, the clearing of payments remained unchanged and unchallenged. We asked, what if there was a better way? What if we could make banking infrastructure faster, safer, more reliable, and easier to access for all? Here is where you can think radically and responsibly to find the best solution.

What happens when you know you’re inherently trusted? Trust creates safety. Safety encourages you to be brave, to challenge, to fail, to try new things and to execute. At ClearBank everything revolves around trust. We’re not expected to earn it, but we are expected not to break it. We’re trusted to own it. To solve issues in the moment. To know a good risk when we see one, and the judgement to know that ‘can’ doesn’t always mean you ‘should’.

What you can expect:

ClearBank is a place where you can do things differently and challenge the status quo. We will give you a high level of autonomy and transparency, and we trust you to make the right decisions for the bank.

If that excites you, how about joining our Client Services team as a Client Support Analyst? Reporting to the Client Support Team Leader, you will be supporting and delivering operational tasks and facilitating the day-to-day running of ClearBank’s payment and customer-related activities to ensure our customers receive exceptional service. In this Operations based role, you will interact with cross-functional teams across the business to deliver and perform daily tasks with the opportunity to be involved in multiple projects

A key part of your role will be supporting our European client base, ensuring smooth operational handling across SEPA schemes, and contributing to operational oversight of TARGET2 activities. You will play an important role in managing EU client escalations, investigations, settlement queries and ensuring compliance with the associated scheme rule books and regulatory standards.

Our Working Hours:

The Client Support Team work shifts between 6am and 7pm, Monday to Friday on rotation. Occasional out of hours support maybe required but you will be notified in advance.

Your role includes:

- Enabling a culture of continuous improvement of our processes and workflows by being proactive and innovative

- Supporting Team Leaders and Deputy Team Leaders where necessary, working closely with them to achieve and deliver results

- Building and maintaining an understanding of AML, KYC, banking sanctions and FCA regulations to ensure that handling of customer accounts and client funds is always fully compliant

- Building and maintaining relationships with customers, payment schemes and colleagues ensuring the service provided is of a high standard

- Producing any reports and management information where necessary

- Act as the main point of contact for assigned key clients, building strong relationships and understanding their needs and business context

What you’ll bring:

To excel in this role, you’ll also need:

- Experience of UK Payments, FX and international/cross border payments with working knowledge of payments messages, formats, and required scheme validations across each UK scheme (Bacs, CHAPS, Faster Payments essential)

- A sound understanding of clearing and settlement processes for the major UK and EU payment schemes

- Working knowledge of SEPA payment schemes (SCT, SCT Inst, SDD) and associated operational processes

- Acting as a first point of escalation to resolve customer, internal and external bank queries ideally, experienced at investigating and resolving reconciliation differences

- Experience in a client/customer-facing or operational support role, ideally within financial services or a similar regulated environment

- Experience handling exceptions payment processing and understanding payment processing workflows is desirable

- Understanding of Credit Payment Recovery, Bank Error Recovery, Direct Debt indemnity claims or Beneficiary claiming non receipt is desirable

- Familiarity with SWIFT messaging standards and formats (e.g. MT199) is desirable

- Strong communication and interpersonal skills, with the ability to build rapport and trust with clients and colleagues

- Experience in handling customer complaints and following the regulated complaints process

- Ability to prioritise and work on multiple items concurrently

- Delivery focused and highly self-motivated with a can-do attitude

Regretfully we are not able to sponsor applicants for immigration purposes at the current time.

What makes a great ClearBank team member? Does this sound like you?

- You focus on solutions and positive outcomes, thinking radically and responsibly to find the best result for our customers, your colleagues and the bank;

- You actively seek feedback from others to drive your growth and development, always assuming positive intent from others and develop strong, trusting relationships you’re your colleagues and customers: you really, genuinely care;

- You always strive for the highest quality, but you know that done is better than perfect; you welcome a challenge knowing that they learn as you go and iterate;

- ‘I’ before ’we’, isn’t in your vocabulary

If this sounds like you then we encourage you to dust off that CV and apply!

What we offer in return:

- We're flexible – We support a culture of flexibility which allows our employees to achieve a strong work-life balance.

- Offices – Work in a way that works for you – whether that’s in the London office, at home, or hybrid.

- Holiday – 27 days of annual leave per year, plus bank holidays.

- Work abroad – You have the flexibility to work outside of the UK for up to 30 days in a rolling 12-month period.

- Socials – Regular social events open to all.

- Holiday swap – Option to swap your bank holidays to any other day of your choice.

- Wellbeing – 24/7 employee assistance programme including mental health support, life assurance and income protection.

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