We have an opportunity for a Client Service Officer to join our Client Service Centre in our Isle of Man hub on a permanent basis.

Who We Are

Nedbank Private Wealth is a multi-award-winning private bank and wealth manager headquartered in the Isle of Man, with branches in London, Jersey and a representative office in the UAE. The company provides a full international wealth management offering through its wealth planning, investment management, and banking services, to both business and private clients worldwide.

All our people are expected to consistently demonstrate our 6Cs, Collaboration, Curiosity, Courage, Client Impact, Can Do Attitude and Completeness.

Job Purpose ​

The role holder will be responsible for the delivery of excellent quality client service through direct interaction with clients via phone call, email or in person, ensuring ourservice standards are met at all times. Client service excellence is delivered to internal and external clients and follows all the relevant policies in place, always displaying our culture and values.

This role operates on a shift pattern rotation - 35 hours per week between the hours of 7am - 8pm.

Responsibilities & Duties

• Act as front line for all client enquiries and queries.
• Payment Requests.
• Foreign Exchanges.
• Stopped/ Lost or Stolen Cheques / Cheque books.
• Fixed Term Deposit Instructions – Placement, repayment or breakages by exception.
• New Account Enquiries.
• Visa Queries – Activations / Lost or Stolen / Referrals / Excessive transactions / Disputed transactions / Card cancelations / Damaged replacement orders / PIN reminders / New card orders.
• Account Disputes – Action upon receipt of notification.
• Change of Account Status – (Sole to Joint/Joint to Sole/Deceased) Action upon receipt of notification.
• Digital Assistance – OWS App/POBS Activations / Queries / Troubleshooting.
• Document generation – Valuations/statement/Certificate of Income.
• Provide unregulated business support for the wider Private Banking Team across all jurisdictions.
• Ensure that all client interaction is recorded in the appropriate digital systems. i.e. CRM.
• Manage security call-backs in accordance with bank policy as required.
• Escalate all errors/expressions of dissatisfaction/Complaints in line with regulatory and bank procedures.
• Apply sound business judgment to identify and escalate any unusual or suspicious activities to senior management or the MLRO/Deputy MLRO as required and in accordance with bank policy.
• Drive towards the successful completion of annual goals, within specified timeframes.
• Ensure that all company policies and procedures are followed i.e. Vulnerable Client.
• Maintain awareness of any changes or updates to policies, procedures and processes from across the business.​

• Experience in a financial services environment - Desirable.
• An understanding of applicable regulatory framework in Isle of Man, Jersey or UK.
• Good level of skill in the use of standard Microsoft applications (Word, Excel, Outlook).
• Ability to work under pressure and meet deadlines with a high degree of accuracy.
• Excellent verbal and written communication skills, with the ability to communicate effectively with all clients.
• Have a detailed and structured approach to all administrative tasks.
• Demonstrate commitment, initiative, adaptability and flexibility in order to cope with the ever- changing demands of the environment.
• Ability to build and develop good relationships with clients and intermediaries.
• High level of organisational and prioritisation skills.
• Shows strong ability for negotiation and influencing.
• Can demonstrate analytical and problem solving.

• An appropriate professional qualification would be an advantage, but suitable candidates may be qualified through relevant or similar industry experience.