Customer Support Analyst

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 Customer 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.

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

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.

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

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

• Experience of working in a customer service environment

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

• Strong analytical, organisational and interpersonal skills

• Ability to prioritise and work on multiple items concurrently

• Delivery and solutions focused

• Able to work collaboratively with customers and colleagues to solve problems

• Data led, and using data analysis to drive improvements and deliver better customer outcomes

• Passionate about helping our customers unlock their potential

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.

• Bigger than ClearBank – Take a couple of days per year to do something that matters to you.

• Healthy living – Private healthcare and discounted dental cover, with employee perks and discounts.

• Family – Enhanced family-friendly leave.

• Personal development – We offer personal development budgets, opportunities to take part in role-related training and unlimited LinkedIn Learning.

And not forgetting the biggest benefit of all. The opportunity to be part of an incredible team that’s building a tech-bank fit for the future.

A little bit more about us!

ClearBank is Where You Can belong:

At ClearBank we think about Diversity, Equity and Inclusion (DE&I) a lot. Not because we think we should. But because we know we should – how else can we build a happy workforce and be successful as a business. We’re committed to making sure our teams reflect society. And we put energy and effort into making this a place where everyone feels at home, where they’re given the trust and encouragement to do their very best work. Here are some of the things we’re most proud of:

• 42% of our senior management roles are held by women

• Our enhanced family leave policies

• Launching our partnership with Code First Girls

• Increasing awareness of neurodiversity in the workplace through our partnership with the Inclusive Group

Our hiring process and what you can expect:

Application: a member of our talent acquisition team will review your application against the key requirements for the role and let you know within two weeks whether you’re moving forward to the next stage;

Screening: You’ll spend 30-45 minutes speaking to one of our recruiters learning more about the role and ClearBank, and we’ll get it know more about you, your experience and how your skills align with the role (this will be via phone or Teams video call). You can expect to hear back from us within seven days following this meeting (if things are taking longer than expected, we’ll let you know that too);

First Interview: You’ll spend one hour with a member of our hiring team focusing on your skills, competencies and your ways of working at the same time we’ll give you time to ask more questions about the role, the team and learn more about the ClearBank culture. This will be via Teams.

Second Interview: This will be a competency-based interview with one or more members of our team.

Final Stage: You will have a final meeting with the Head of Department. This will be around 45-60 minutes.

Offer: Congratulations! Get ready for transform banking forever!

Our commitment to you as a candidate:

We will always try our best to get back to you within seven days of your interview whether you’ve been successful or not and provide you with feedback. Sometimes things take a little longer, so we may not have a decision to share but we will get it touch to let you know we need a little more time.

We’re unable to provide specific individual feedback at the application or screening stage but know that your application was reviewed and considered carefully.

We wish you the best of luck with your application and maybe we’ll be celebrating your new role at ClearBank soon!

Equal Opportunities

ClearBank is committed to ensuring equal opportunities throughout every stage of the recruitment process. ClearBank recognises that diversity is vital to the long-term success of the business in the communities and markets in which it operates. ClearBank is also a firm believer that an inclusive culture fosters greater employee engagement and collaboration.

ClearBank strives for diversity and inclusion of all forms, including (but not limited to): gender, age, educational and professional background, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief and sexual orientation.

As part of the Company’s commitment to equal employment opportunity, we provide reasonable adjustments, to candidates during the recruitment process, including to individuals with disabilities. We want to create a safe space that welcomes everyone so please let us know how we can accommodate you. In case you have any accessibility requirements you can share that with our Talent Acquisition team prior to your interview stage, if applicable.

The legal bit

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.