Trainee - Payments & Cash Management

Description of the Business Line or Department

The Payments and Cash Management team delivers and supports transactional banking products and services that are provided to our corporate customers. These include:

• Bank accounts including current, escrow and trustee accounts available in both GBP, EUR, USD and more than 20 other currencies
• Execution and settlement of domestic and international payment orders and collection services
• Secure electronic channels for the exchange of balance and transaction information and payment orders
• Financing arrangements where we provide intraday and overnight facilities
• Domestic and international inter-company cash pooling and invoice netting
• Cheque and cash deposit and withdrawal facilities including open credit arrangements

Cash Management covers all of the processes companies use to improve their treasury management. It allows companies to have better control of their financial and cash flows, and to improve their information gathering. In a group of companies, Cash Management can be used to manage risks such as liquidity risk. It is also used to control interest and exchange rates which may affect the company.

To our corporate customers, Cash Management means ‘The effective planning, monitoring and management of liquid and/or near liquid resources.’ The role of the Payments and Cash Management team is to provide them with the products and services they need so that wherever they are located in the world they have access to the information they require.

Summary of the key purposes of the role

Part of the Global Transaction Banking business line, the Customer Support and Implementation Officers are customer-facing employees within the Payments and Cash Management department. Working as part of a team within a busy helpdesk environment, they are key to the delivery and support of the transactional banking products and services offered by the Payments and Cash Management department. We achieve this by adhering to these objectives:

• Deliver a quality service by ensuring that all tasks are completed and recorded accurately first time
• Demonstrate clear and effective communication by providing customers with relevant information and comprehensive answers to their queries
• Research and develop product knowledge in order to provide appropriate support and guidance on our products, services and UK and EEA domestic payments schemes.
• Provide ad-hoc support for appropriate Client Service projects

By complying with these objectives, we provide our customers with the highest standard of customer support and service available.

Summary of responsibilities

• Assisting the Front Office with sales activity
• Supporting customer on-boarding, account opening and closure
• Implementation and support of both domestic and international Cash Management products and services
• Providing accurate and comprehensive answers to customer queries
• Administration of customer data
• Management of customer billing and invoicing
• Processing of sterling and international cheques
• Liaising with Back Office teams to ensure the timely and accurate execution of customer payment orders

When interacting with the customer, it is expected that the person will adequately research, analyse and understand the issue to propose and deliver an appropriate solution to the problem they have been presented with.

With regards to interactions with colleagues, it is expected that the person will display an attitude and approach based on open and honest communication so they can actively participate in discussions with other team members and be supportive of the development of the Customer Support team.

Competencies required

• The ideal candidate should be able to demonstrate a good basic knowledge of how Client Services operates within a global financial institution
• Previous work experience within a professional client services environment is advantageous
• Excellent time management and work planning skills essential
• Excellent level of communication in both written and verbal English essential; French-speaking skills are advantageous but not essential
• Ability to problem-solve and present solutions in a clear and cohesive manner
• Ability to analyse risks and make decisions
• Ability to be flexible and adaptable

This is a fantastic opportunity for the Trainee to develop their understanding of Client Services operations and regulatory regimes within a financial institution, their operational knowledge of payment and collection services, and knowledge of Swift messages and cross-border settlement methods.