The successful candidate will act as the operational bridge between Relationship Managers, Product, Operations and clients throughout the lifecycle of the client relationship, ensuring high-quality service and operational excellence.

Clearing, Payments and Reconciliation

• Perform daily reconciliation of BACS transactions, Faster Payments, direct debits, direct credits, cheques and relevant clearing accounts.

• Investigate and resolve rejected, unapplied or incorrectly processed payments.

• Manage return requests relating to direct debits, direct credits and unrecognised transactions.

• Monitor Faster Payment and related reconciliation accounts and coordinate corrective action where required.

• Process cheque-related activities, including received cheques, cheque books and paying-in book requests.

• Review payment reports and beneficiary account changes, issuing the required notifications or escalations.

• Provide transaction information and payment references to internal payment teams to support correct allocation.

• Produce and distribute regular facilities and operational reports to relevant stakeholders.

Client Servicing

• Act as a primary operational contact for corporate, business and selected retail clients.

• Manage client enquiries relating to payments, account balances, statements, certificates, proof of payments, interest, fees and account services.

• Coordinate the creation, amendment and cancellation of standing orders and direct debits.

• Prepare and provide account statements, payment confirmations, audit information and client certificates.

• Investigate client incidents and coordinate their resolution with Operations, Technology, Compliance and other support teams.

• Maintain clear and timely communication with clients and Relationship Managers until requests are fully resolved.

• Support the management of shared client-service mailboxes and ensure enquiries are directed to the appropriate teams.

Account Opening and Account Management

• Coordinate the opening, amendment and closure of corporate, business and personal accounts.

• Prepare and review account-opening documentation, mandates, Powers of Attorney and authorised signatory information.

• Follow up on missing, expired or exceptional documentation with clients and Relationship Managers.

• Coordinate internal approvals with Compliance, Legal, Operations and other control functions.

• Maintain account details, interest rates, pricing schedules, fees and operational instructions in relevant banking systems.

• Process interest-rate changes and interest adjustments in accordance with approved instructions.

• Support periodic KYC reviews and the ongoing maintenance of client records.

Cash Management and Electronic Banking Support

• Support the implementation and maintenance of Cash Management services and electronic banking channels.

• Coordinate client setup and servicing for online net banking related to cash management, SWIFT, host-to-host connectivity and other relevant platforms.

• Assist clients with payment formats, file uploads, access permissions, tokens, statements and technical queries.

• Provide training and guidance to clients, bankers and internal users on electronic banking services.

• Monitor platform availability, payment-file processing and technical incidents.

• Escalate system or connectivity issues and coordinate follow-up through to resolution.

• Support testing, platform upgrades, service migrations and the implementation of new Cash Management functionality.

Legacy Retail Portfolio Servicing

• Manage day-to-day enquiries from the remaining legacy retail banking portfolio.

• Produce loan statements and respond to requests relating to balances, repayments, overpayments and account closures.

• Monitor arrears, missed payments and vulnerable-client situations, escalating cases where required.

• Perform daily checks of write-off accounts and monitor repayments received.

• Prepare periodic write-off and portfolio reports.

• Coordinate client communications following changes to interest rates.

• Support mortgage cancellation processes and Land Registry-related activities in the UK and Spain.

• Assist with dormant-account reviews, customer tracing and periodic retail KYC reviews.

• Coordinate complaint cases with Compliance where necessary.

Controls, Reporting and Process Improvement

• Apply appropriate operational risk and quality-control procedures across account and Cash Management activities.

• Produce and maintain management information covering client activity, account balances, income, incidents, outstanding documentation and implementation progress.

• Monitor service performance, upcoming actions and unresolved operational items.

• Identify gaps and inefficiencies in existing products, platforms and processes, recommending practical improvements.

• Support testing, quality assurance and implementation of new Cash Management products, system enhancements and regulatory changes.

• Maintain accurate procedures, implementation guides and operational documentation.

Candidate Profile

Essential Experience and Skills

• Relevant experience in Cash Management, transaction banking, banking operations, client servicing or account administration.

• Practical understanding of payments, clearing, account reconciliation and corporate account servicing.

• Experience managing account-opening, amendment and closure processes.

• Good understanding of electronic banking platforms and payment channels.

• Strong client-service skills and the ability to manage operational issues professionally.

• Strong attention to detail, particularly when handling payments, reconciliations and client documentation.

• Ability to coordinate effectively across Business, Operations, Compliance, Legal, Finance and Technology.

• Strong organisational skills and the ability to prioritise multiple daily requests and controls.

• Good awareness of operational risk, KYC, AML and regulatory requirements.

• Strong written and verbal communication skills.

• Fluency in English and Spanish is required.

Desirable Experience

• Experience with Online Net banking platforms, SWIFT-FIN, host-to-host connectivity.

• Experience using core banking, payment, account-opening or reconciliation systems.

• Knowledge of BACS, Faster Payments, direct debits, direct credits and cheque-clearing processes.

• Experience servicing corporate, financial institution or multinational clients.

• Knowledge of retail loan servicing, arrears, write-offs or mortgage administration.

• Experience in system testing, platform migrations or operational process improvement.

• CISI UK Financial Regulations certification or qualification would be an advantage.

Key Competencies

• Client focus and service excellence.

• Ownership and accountability.

• Strong attention to detail.

• Adaptability and continuous improvement.