Banking Operations Analyst

We are seeking experienced Banking Operation Analyst to manage and resolve customer interactions through digital channels. The role requires strong communication skills, attention to detail, and the ability to work within established service standards and compliance frameworks.

You will be responsible for ensuring high-quality customer experiences while adhering to organizational policies and regulatory requirements.

Key Responsibilities

1. Manage and resolve customer interactions through digital platforms using multiple systems and tools to deliver a high level of customer satisfaction.
   
2. Raise customer pain points and feedback through internal programs as required.
   
3. Follow daily schedules communicated by WFM/WFO teams to ensure accurate service-level coverage.
   
4. Deliver all customer interactions aligned with the Great Customer Conversation framework.
   
5. Manage and record customer feedback using the designated system with proper use of delegation authority; escalate issues to the Team Leader when necessary.
   
6. Ensure adherence to all policies and procedures related to compliance, risk, and operational standards.
   
7. Demonstrate professional and ethical conduct while meeting all internal and external compliance requirements.
   
8. Complete all mandatory training modules within timelines and maintain personal compliance records.
   
9. Maintain strong product and process knowledge to support accurate and efficient customer interactions.
   
10. Actively participate in huddles, group meetings, coaching sessions, and development discussions.

Key Decisions

• Collaborate with the Team Leader to provide insights and feedback on customer trends.
  
• Assess vulnerable or aggressive customers and refer them to a Team Leader for appropriate handling.
  

Skills & Competencies Required

• Excellent communication skills (written and verbal).
  
• Strong customer service and problem-solving abilities.
  
• Ability to work with digital systems, workflows, and multi-tool environments.
  
• High attention to detail, accuracy, and compliance mindset.
  
• Ability to work in rotational shifts if required.
  
• Strong interpersonal and team collaboration skills.
  

Qualifications

• Graduate in any discipline.
  
• Experience in customer service, digital customer support, or banking operations preferred.

Kindly mail your profile at sunitha@mrtinfotech.com