Information checkedInformation unaudited Information geprüft Information ungeprüft A look behind the scenes: Client Account & Payment Services
We take a look behind the scenes of one of the key areas within the LLB Group: Client Account & Payment Services. As part of the Group Shared Services business area, our colleagues provide a wide range of services – true to the motto: “Always up and running.”
Client Account & Payment Services plays an important role in our bank. Our colleagues provide many services that are central to our operations. They often work behind the scenes – which is why today weʼre taking a closer look.
A total of 42 colleagues work across four teams, each with a different focus: client master data management; support processes for archiving, account management, and form administration; payment transactions; and payment methods and cards.
Client Master Files
The Client Master Files team is responsible for managing master data for both existing clients and new account openings. Their tasks include recording data on beneficial owners, managing powers of attorney, and maintaining signature directories. Alongside their day-to-day work, the team is also actively driving forward automation and optimising other processes. In doing so, they work closely with the LLB.ONE Value Stream Client Lifecycle to develop client-friendly and efficient digital processes.
Client Account Services
This team serves as the central hub for account management, closure, and archiving of all client documents, and manages more than 2ʼ000 forms for the LLB Group. All forms follow a standard layout and are stored in a central database. The goal is to establish a standardised process within LLB to enable efficient processing.
Payment Processing
Processing incoming and outgoing payments, as well as the post-processing of online banking and front-office payments, are among the core tasks of the Payment Processing team. They ensure the smooth flow of payments across the entire LLB Group, both nationally and internationally. Each year, the team handles more than 20 million payments.
Payment Client Support
Payment Client Support is the main point of contact for our clients when it comes to questions about cards and payment transaction post-processing. The range of services includes payment clarifications and investigations, returns, standing orders, direct debit procedures, and SEPA Direct Debit. The team is also responsible for card administration – including the processes for ordering, updating, and cancelling Visa debit, travel, and credit cards. In addition, the team handles fraud cases related to payment transactions and Visa Debit.
The four teams work closely together to ensure smooth operations within the LLB Group – all with the shared goal of delivering customer satisfaction.