Administrative Assistant, Products - Bill Payment

Job Purpose

The Administrative Assistant, Products - Bill Payment, has the main responsibility of providing a streamlined, professional service to NBKI's Private Banking and Retail customers, ensuring prompt payment of bills for their UK property. 

The role involves providing comprehensive administrative support to the Product Management department, particularly in the area of bill payment services. 

Key Responsibilities & Accountabilities

• Assists in preparing Bills for payment, including checking for any discrepancies, following any special instructions, and performing balance checks.
• Provides support to the Products team, with efficient and accurate handling of administrative documents in relation to bill payment mandates.
• Assists with queries or requests under the guidance of the Assistant Manager.
• Prepares documents for remediation of Bill Payment Mandates.
• Provides administrative support within the team, including telephone coverage where necessary.
• Ensures documents are filed in relevant folders/sections, maintaining an efficient filing system. Filing will be paper and electronic. Maintaining logs daily.
• Opens and distributes incoming mail accordingly within the Department.
• Carry out any additional ad hoc duties if required.
• To assist with the collation, storage and recording of archive documentation.

CUSTOMER SERVICE – BILL PAYMENT MANDATES CUSTOMERS 

• To answer the telephone, record accurate messages, respond positively to problems and queries and deal appropriately with any visitors to the office.
• To ensure all internal and external visitors are met in a professional manner, building rapport to ensure an excellent “customer experience”.
• To provide the highest levels of customer satisfaction by aiming to meet and exceed people’s expectations.
• Always preserve customers’ confidentiality, paying particular attention to the security of documentation and communications.
• To be responsible as part of the team for providing excellent customer service and to assist with putting matters and issues right when the service fails.

COMMUNICATION – REAL ESTATE DEPARTMENT

• Communication with colleagues in a clear and professional manner.
• To act as one of the points of contact for Utility Providers, Porters and any other service providers in relation to the work of the Real Estate Department.
• To liaise with utility providers on behalf of Bill Payment Mandate clients to the Real Estate Department.
• To maintain positive working relationships with direct colleagues, internal and external contacts, including Porters/Estate Managers, Utility Providers, if required.
• Adhere to NBKI’s policies, including Financial Crime Policies and Procedures.

Qualification & Experience

• Preference - bachelor’s degree in business administration, Finance or a related field.
• A minimum of 1 or 2 years of experience in an administrative or product management role, preferably within the banking or financial services industry.
• Proficiency in Microsoft Office, specifically Excel, Word and PowerPoint.
• Excellent communication skills in both verbal and written form.
• Strong organisational and multitasking skills with the ability to prioritise tasks to meet deadlines and departmental goals.

Key Success Factors

• Income generated by the bill payments team
• Internal and external feedback from clients and colleagues
• Takes initiative to recommend and drive improvements in the bill payments process
• Building and maintaining good relationships internally and externally.
• Understanding different utilities and utility providers.