Overview
Close Brothers is a leading UK merchant banking group supporting a diverse workforce. We encourage all candidates to apply, even if they don’t tick every box. Our focus is on delivering a seamless, compliant, and positive experience for customers throughout their journey with us.
As part of the Close Brothers Asset Finance (CBAF) team, you will play an important role in supporting a wide range of in‑life account activities, excluding collections. You do not need previous experience; excellent communication skills, genuine empathy for customers, and a commitment to high‑standard service are essential. Prior customer service experience in banking or financial services is beneficial but not required.
Responsibilities
- Empathetically communicate with customers through all available channels including telephone, post and email
- Handle and accurately capture all service requests ensuring compliance with policies and SLAs
- Accurately capture service requests received by email, portal, post or telephone
- Update customer and bank details promptly and accurately
- Support in‑life account management tasks such as payment date changes, asset replacements, settlement processing, cancellations, and withdrawals
- Refer complaints in line with policy and assist with resolution activities where needed
- Identify potential vulnerability indicators and follow established processes to ensure suitable customer support
- Manage bereavement cases sensitively and in accordance with agreed procedures
- Process card payments, refunds and in‑life intermediary payments
- Conduct ongoing customer due diligence throughout the lifecycle and support audit and ad‑hoc information requests
Qualifications
- Customer focused, able to appreciate customer needs and deliver good outcomes
- Able to demonstrate empathy and understanding in customer interactions
- Strong relationship building skills, quick to develop and maintain relationships both internally and externally
- Able to demonstrate accuracy and a strong attention to detail
- Ability to work independently as well as part of a team
- Numerate with analytical ability
Preferred Qualifications
- Experience of providing excellent customer support
- Good knowledge of Microsoft Products
- Previous knowledge and experience of the Financial Services Industry and in similar operational or customer‑facing roles
- Previous knowledge and experience of the Asset Finance industry
Additional Information
We are committed to providing an inclusive and accessible recruitment process. Candidates who require the job description or application form in an alternative format, or any other adjustments, are encouraged to email us at recruit.ssc@closebrothers.com.
About Close Brothers: Close Brothers is a leading UK merchant banking group providing lending, deposit taking and securities trading. We employ approximately 3,000 people principally in the United Kingdom and Ireland.
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