Customer Due Diligence Co-Worker


About the role

Triodos Bank is one of the world's leading sustainable banks. Our mission is to make money work for positive social, environmental and cultural change. This is an exciting time for the right person with a strong commitment to our mission to join a growing bank. Customer Operations is at heart of Triodos Bank. The team are responsible for a wide range of critical processes and functions that touch almost all parts of the UK branch.

The purpose of the role is to provide exceptional customer focused service to both Triodos Banks’ external and internal customers with a focus and commitment to meeting team quality and performance levels. With the aim of building and deepening relationships with customers and potential customers. Working in a team environment to support the completion of the team’s daily workflows, ensuring all processes and quality standards are met.

General Responsibilities

  • Provide consistently high-quality customer service
  • Adhere to team processes and ensure all are up to date
  • Work to achieve set SLA’s and KPI’s
  • Adhere to daily deadlines and timelines to ensure that relevant work is completed
  • To prioritise own workload by working to a daily workflow plan given to them
  • Escalate issues which prevent the daily workflow plan being achieved and controls being met
  • Proactive in suggesting continuous improvements in line with current process improvement methodology
  • To achieve consistent RFT score in line with set targets in all processes
  • Complete work in line with banking practice and regulatory requirements
  • Recognise, respond to and take responsibility for any complaint you receive by phone, letter or email, following the correct process to record and respond to the complaint within FCA guidelines
  • Being part of a culture of continuous improvement through demonstrating initiative and problem-solving ability
  • Communicate with internal stakeholders and customers throughout processes where necessary, ensuring the completion of all necessary steps in an efficient and timely manner whilst adhering to deadlines
  • Quality checking the work of colleagues

Legal and compliance

  • Responsible for completing, where required, all necessary Anti Money Laundering and regulatory checks and assessments on customers, their UBOs and any other connected parties, ensuring that the Bank’s records are maintained and complete for compliance, audit and reporting requirements
  • Where required, understand the differences between the various legal entities that the Bank may have relationships with in relation to the work being carried out, and the requirements for each specific entity in terms of official records, constitutional documentation and all related checks required to evidence compliance with AML
  • To adhere to Triodos principles and ensure that relationships we form with customers will combine added cultural, social or environmental value with financial credibility

Reporting and data integrity

  • Ensure the integrity of electronic and paper customer files, maintaining filing in line with departmental requirements.

In order to be successful in this role, candidates should possess the following skills and experience:

  • Previous administrative experience in a regulated industry is preferable
  • A good working knowledge of banking operations processes as well as Money Laundering regulations (specifically Customer Due Diligence), and other compliance matters
  • An ability to work unsupervised but also as part of a small team
  • Experience would include working to service level agreements, processing customer requests, data entry, banking experience/knowledge and quality checking of work
  • Strong administrative skills and communicating clearly with confidence
  • A 'can do' attitude combined with an affinity to Triodos values and behaviours
  • Excellent interpersonal

What we offer

In return for your commitment and hard work, you will be rewarded with a competitive salary up to £20,000, depending on experience, plus a benefits package including:

  • Non-contributory pension scheme from your first day of 8% in year 1 and 10% from year 2 onwards
  • Life Assurance - x 4 basic pay
  • Income Protection - 75% of basic pay after 13 weeks sick and following six months service
  • Private Medical Insurance
  • A Health Cash Plan
  • A wellbeing allowance - £100 a year to spend on a hobby, interest, pampering or something else to improve your wellbeing
  • Vitality Leave - After each 7 years of service, you will be able to take a sabbatical of up 2 months paid leave
  • 25 days (FTE) plus bank holidays per annum
  • A buy and sell holiday scheme of up to 5 days (FTE)
  • Season Ticket Loan available for commuting into the office
  • Voluntary benefits, including discounts and cycle to work scheme

Triodos Bank is proud to be using Rare's Contextual Recruitment System (CRS) which allows us to consider applicants' achievements in the context in which they were gained. We understand that not every candidate’s achievements look the same on paper – and we want to recruit the best people, from every background. Once you’ve submitted your application to us, please make sure to check your inbox, and or junk folder, for an email with a link to the CRS form.

Triodos embraces flexibility and diversity in the workplace and is proud to be a Living Wage Employer and a Disability Confident "Committed" employer. Should you wish to discuss flexibility in any way, please do let us know in your application.

Closing Date: 27/6/21



Date added

11 June 2021