Client Support Analyst
About us
ClearBank was built on the belief that banking infrastructure would no longer slow down progress. Instead, it’s the catalyst that unlocks the potential to innovate. That’s why our clients — financial institutions from fintechs and crypto platforms, to banks and credit unions — use our API to power their banking infrastructure.
But we wouldn’t be ClearBank without our people. They’re what powers our innovative technology and the reason we love what we do every day. We’re a group of spirited people who are never afraid to challenge the norm – becoming stronger, more energised, and that much better when we’re together. It’s our belief in fairness, autonomy and choice that means our people are empowered with the tools to learn, grow, and contribute to ours and our clients’ success. Interested in joining us? Read on or visit our website for more information.
About you
You’ll be joining the Client Services team as a Client Support Analyst. Reporting to the Partner Care Servicing Lead, you’ll be a part of a fast-growing business that is challenging the market and doing things differently.
As a Client Support Analyst, you will support and deliver operational tasks and facilitate the day to day running of ClearBank’s payment and customer related activities to ensure our clients 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. This is a multi-faceted role with the potential to gain unique and unrivalled experience.
Working Hours - The Client Support Team work three shifts between 7am and 9pm, Monday to Friday on rotation.
And you’ll be joining the #14 fastest-growing tech company in the UK, according to Deloitte Fast 50.
Responsibilities will include:
- Enable a culture of continuous improvement of our processes and workflows by being proactive and innovative
- Support Team Leaders and Senior Analysts where necessary, working closely with them to achieve and deliver results
- Build and maintain an understanding of AML, KYC, banking sanctions and FCA regulations to ensure that handling of customer accounts and client funds is fully compliant at all times
- Build and maintain relationships with clients, payment schemes and colleagues ensuring the service provided is of a high standard
- Produce any reports and management information where necessary
You will be
- Passionate about helping our customers unlock their potential
- Committed to delivering excellent interactions and outcomes both internally and externally
- Driven to continuously improve things
- Curious and keen to learn and apply new skills
- Able to creatively solve problems
- Keen to embrace new technology and have an agile mindset
- Enthusiastic about analysing data and using it to drive improvements and deliver better customer outcomes
- Able to work collaboratively with customers and colleagues to solve problems
What we are looking for
- Ideally, you will be currently working in a customer service role focused on payment investigation and reconciliations.
- Experience of UK Payments, FX, and international/cross border payments
- 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 payment schemes
- Acting as a first point of escalation to resolve customer, internal and external bank queries
- Ideally, experienced at investigating and resolving reconciliation differences
- Strong attention to detail and accuracy
- Strong analytical, organisational, and interpersonal skills
- Strong work ethic and team player mentality
- Ability to prioritise and work on multiple items concurrently
- Delivery focused and highly self-motivated with a can-do attitude
About what we offer
- At ClearBank we have a flexible working philosophy, empowering our employees to manage their time in a way which allows them to meet both work and personal commitments, in partnership with their line manager
- Spacious and well-equipped new offices in London and Bristol
- 27 days annual leave per year, plus flexible bank holidays
- The option to work outside of the UK for up to 30 days per year
- Regular company-wide socials
- Take a couple of days per year to volunteer with your chosen charity to do something bigger than ClearBank
- Private healthcare through Healix and discounted Bupa dental cover, with employee healthy living perks and discounts through YuLife
- Enhanced family-friendly leave
- Plus, you’ll have the opportunity to join an innovative team that’s building a bank fit for the future! 🚀
The legal bit
By submitting your CV you confirm that you can demonstrate you have the right to work in the UK. Regretfully we are not able to sponsor applicants for immigration purposes at the current time. By submitting your CV to ClearBank Limited you are providing your consent for us to use the information you provide for recruitment purposes. For more information on how we manage your data go and check out our Candidate Privacy Notice on the ClearBank website to see how we process, manage, and look after your data. You are also allowing us to communicate with you by email and telephone for recruitment purposes.