Customer Operations Representative - Guernsey

Overview

Skipton International is a dynamic, locally managed bank committed to delivering exceptional service and community-focused banking. We are currently seeking a motivated and customer-focused individual to join our Customer Operations Department.

This role is central to ensuring a high standard of customer service through various channels, including telephone, email, and in-person interactions. As the welcoming face and voice of Skipton International, you will play a key role in maintaining our reputation for professionalism, efficiency, and friendliness.

Key Responsibilities

• Deliver outstanding customer service across all communication channels.
• Communicate clearly, efficiently, and warmly with customers and colleagues.
• Provide accurate and relevant information in response to customer queries.
• Offer reception cover and perform associated front-of-house duties as required.
• Respond to enquiries received via the Info Line within agreed service standards.
• Manage and complete daily Work Lists in line with company expectations.
• Support customers using Skipton International Online services.
• Maintain Continued Professional Development (CPD) in line with qualification level and internal procedures.
• Uphold Skipton International’s core values and demonstrate expected behaviours.
• Perform additional duties as required by management.

Essential Requirements

• GCSEs (grades A–C) in Maths and English or equivalent experience.
• Strong communication skills, both written and verbal.
• Proven experience in customer service roles.
• Ability to handle customer dissatisfaction with empathy and professionalism.
• Willingness and ability to learn new products and systems.
• Knowledge of banking products and services.
• Experience supporting vulnerable clients.
• Right to work in Guernsey.

MLRO & MLCO - Guernsey

We are looking for a Money Laundering Reporting Officer (MLRO) and Money Laundering Compliance Officer (MLCO) for Butterfield’s Guernsey office. The role includes receiving and considering Internal Disclosure reports, handling production orders, and dealing with requests from the Financial Intelligence Service (FIS) and other authorities.

Your responsibilities will include:

• Facilitating the update of the Business Risk Assessment.
• Ensure that all applicable sanction notices are adhered to.
• Receiving, considering and externalising IDRs.
• Overseeing financial crime-related Compliance Validation Tests and escalating findings and concerns as necessary.
• Handling enquiries from the Guernsey Financial Services Commission, FIS, Income Tax Authorities and States of Guernsey Policy & Resources Committee.
• Taking action against financial crime matters that will impact Butterfield in Guernsey.
• Providing AML and CFT training to relevant employees and highlighting training needs where necessary.
• Reviewing policies to ensure they adhere to local regulatory requirements.
• Reviewing and approving high risk clients.
• Membership and attendance of various committees, including Local Reputational Risk Committee, Risk Committee, Executive Committee. 
• Preparing and presenting MLRO and MLCO reports at Board meetings and committees.
• Submitting all financial crime returns to the GFSC.
• Providing guidance to employees on financial crime matters.

Your qualifications and skills include:

• 10 years of relevant financial crime experience.
• Knowledge of the financial crime environment and emerging trends.
• Management skills at senior level.
• Strong verbal and written communication skills.
• Secure relationship with the GFSC and the FIS.
• The ability to provide financial crime training.
• Assessing complex matters on a wide spectrum of topics and to exercise sound and reliable judgement.
• AML/CFT training.

 Assistant Manager, Trust

We are looking for an Assistant Manager to be responsible for a portfolio of trusts and corporate structures.

Your responsibilities will include:

• Day-to-day administration, management, delegation and control of routine processing including:
  • Cash management
  • Payments
  • Exercise of Discretionary Powers
  • Maintenance of records
  • Review and monitoring of investment portfolios
• Ensuring that chargeable time is properly recorded and invoices for the team are raised in a timely fashion
• Ensuring that aged debtors are monitored and followed-up for payment
• Acting as primary and/or back up relationship manager for a number of clients in the team
• Seeking opportunities to develop and enhance relationships
• Being involved in the preparation of, and attending at client meetings, and following-up on action points
• Effective utilisation and/or supervision of the team’s junior employees (where appropriate), including:
  • Setting SMART objectives
  • Monitoring performance and giving feedback
  • Providing on the job training
  • Delegation of tasks and follow-up for completion
• Ensuring Review Action Points are completed and any action points diarised for follow-up
• Taking responsibility for continuing self-development
• Ensuring CDD is maintained for all clients.

Your qualifications and skills include:

• A minimum of four years’ relevant experience in the trust field
• Final stages of a professional qualification e.g. ICSA certificate or STEP Foundation
• A commitment to a career in trust and company administration
• Strong knowledge and experience of offshore trust and company administration
• Excellent written and verbal communication skills
• The ability to use MS Word, Excel and Outlook at an intermediate level
• Strong team skills and be flexible to change and the needs of the business
• Analytical skills and be detail orientated; Excellent personal organisation and time management skills including:
  • the ability to prioritise and focus on the most urgent and important task
  • the ability to work in a deadline/volume driven environment whilst maintaining accuracy and focus
• Exhibit skill in planning and monitoring workloads and successful in delegating and checking work of administrators in order to achieve goals within expected timescales
• Knowledge of Guernsey’s regulatory environment
• Ability to resolve queries/find solutions
• The ability to drive and execute tasks and encourage others to do so
• A willingness to learn new skills and assist others to learn.

Tax Reporting Administrator, Trust - Guernsey

We are looking for an Administrator to join our team, dealing with various tax regimes in accordance with government requirements and our Butterfield procedures.

 Your responsibilities will include:

• Assisting with the preparation of annual FATCA & CRS reporting for submission to the appropriate government authorities.
• Ongoing remediation of CRS and FATCA clients, where necessary.
• Ongoing review of electronic client records to identify potentially reportable clients/changes in circumstances.
• Accurately arranging and monitoring updates of the customer electronic and permanent records.
• As FATCA & CRS requirements evolve, ensuring knowledge is kept up-to-date.
• Working closely with the wider Relationship Management & accounting teams to assist with FATCA & CRS queries.
• Performing any tasks and/or projects as may be agreed from time-to-time.

Your qualifications and skills include:

• A good understanding of client KYC/CDD requirements
• The ability to produce accurate output whilst working unsupervised and to tight deadlines
• The ability to efficiently prioritise workloads
• Excellent organisational skills
• Good communication skills