Client Services Analyst
About Bank of London
Bank of London offers a safer business banking model by holding alldeposits at the Bank of England, eliminating the risk of 'bank runs.' Itprovides services such as Deposit-as-a-Service (DaaS), Embedded Banking, real-timeClearing, Payments, and Settlement, as well as Commercial Banking tailored tobusinesses. Powered by proprietary technology, the bank collaborates with SAPFioneer to deliver innovative solutions. With a focus on exceptional serviceand core values of compassion, ownership, and curiosity, the bank strives forexcellence in all it does.
Who we are looking for
As a Customer Services Analyst at Bank of London, you will play a crucial role in ensuring exceptional service delivery to our continually growing client base.
The role will involve significant input into the client onboarding process, building client profiles through the construction of the Bank Wide Impact Assessment and issuing legal documentation.
You will also be responsible for “first point of contact” support, analysing customer service data, identifying trends, and providing actionable insights to enhance customer satisfaction and operational efficiency.
This role requires a proactive approach to problem-solving and a thorough understanding of the financial services industry.
Key responsibilities will include:
- Customer Support: Provide high-quality support to customers via phone, email, and chat, addressing inquiries and resolving issues promptly.
- Data Analysis: Assist in the analysis of customer service metrics and data to identify trends, root causes of issues, and areas for improvement.
- Reporting: Assist in the preparation of detailed reports on customer service performance, highlighting key findings and recommendations.
- Process Improvement: Collaborate with cross-functional teams to develop and implement strategies to improve customer service processes and enhance the customer experience.
- Compliance: Ensure all customer interactions comply with regulatory requirements and internal policies.
- Feedback Management: Collect and analyse customer feedback to drive continuous improvement in service delivery.
What you bring
- Analytical and problem-solving abilities.
- Excellent communication and interpersonal skills.
- Proficiency in customer service software and CRM systems (ideally HubSpot).
- Ability to work independently and as part of a team.
- Knowledge of global financial regulations and compliance standards.
- Experience in a customer service role, preferably within the financial services industry.
- A delivery mindset which focusses on improvement, from internal processes to customer experience.
Work location
- Belfast (4 days per week in the office)
Travel to other locations may be required on occasion.
Diversity
The Bank of London is an equal opportunity employer committed to inclusion, diversity and belonging. All qualified applicants are welcome and will receive consideration for employment without regard to race, colour, age, religion or religious expression, sex, sexual orientation, gender or gender identity and expression, transgender, national origin, or military veteran status.