Customer Service and Operations Analyst

Job Description

Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive. This role is based in India and as such all normal working days must be carried out in India. Job Description Join us as a Customer Service & Operations Analyst We’ll look to you to deliver successful outcomes for your customers by investigating their queries and understanding their needs You’ll be liaising with customers and businesses to accurately collect information in order to solve their queries You’ll be able to showcase your knowledge and enthusiasm as you deal with a variety of different customers on a daily basis We're offering this role at senior analyst level What you'll do As a Customer Service & Operations Analyst, you’ll be responding to queries from customers promptly and within our service targets. We’re looking for someone with strong interpersonal skills to listen to our customers, develop relationships with them and maintain an understanding of their needs at all times. Day-to-day, you’ll be: Authorising and investigating transactions Collecting and analysing the required information from the customers and businesses Reviewing processes which could be automated or enhanced to improve the customer and business experience The skills you'll need In order to excel in this role, you’ll have strong customer service abilities along with customer and industry knowledge. You’ll also work well in a fast-paced environment and have good organisational skills to deliver to deadlines. You’ll also demonstrate: An awareness of changes in trends, policies and regulations An understanding of our industry and its customers Experience of managing stakeholder relationships Role Holder will be an Operations analyst within Financial Crime Services performing Sanctions and Anti Money Laundering Checks on Transactions and Customers. Investigate all the alerts received in the screening / filtering application as per Operational procedures and within agreed cut-off times, Identify potential hits and escalate as per standard operating procedure Maintain accurate and appropriate documentation for alerts processed. Monitor queues and ensure that allocated work is completed as per agreed timelines. 3-8 years of experience in AML is perferred. Show more Show less