Customer Service & Operations Analyst

As a Customer Service Operations Analyst, you will investigate customer queries, understand their needs, and deliver accurate and timely resolutions. You will work closely with customers and business teams to collect information, identify process improvements, and enhance the overall customer experience.

Key Responsibilities

• Investigate and authorise transactions while ensuring compliance with internal and regulatory policies
• Collect, analyse, and validate information from customers and business stakeholders to resolve queries
• Respond promptly to customer queries within agreed service targets
• Identify opportunities for process automation and enhancement to improve customer and business outcomes
• Maintain awareness of customer needs and develop strong working relationships
• Contribute to continuous improvement initiatives within customer operations

Required Experience and Knowledge

• Minimum of 4 years experience in financial crime, transaction monitoring, or related investigations
• Awareness of financial crime trends, policies, and regulations
• Understanding of the financial services industry and its customers
• Experience managing stakeholder relationships and liaising with internal business teams
• Ability to work effectively in a fast-paced environment while meeting deadlines
• Strong organisational skills and ability to analyse information to resolve complex queries