Customer Service & Operations Analyst

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

In your new role, you’ll be our expert on financial crime, performing complex sanctions and AML on transactions and customers. You’ll investigate all alerts referred by the primary investigations set by queue monitoring and SLA.
You'll also respond to queries from customers promptly and tactfully within our SLAs. 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.

Your day-to-day will include:

• Gathering data by liaising with other areas of the bank for responses and challenging any inadequate information
• Reconciling all the pending items in the queue and maintain error logs for first line investigators
• Guiding the first line investigators so referrals are processed and reviewed accurately
• Raising any procedural conflicts and system issues with the team leaderAuthorising and investigating all transactions to our KPIs
• 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

To excel in this role, you’ll have a minimum of five years’ experience as a customer service analyst in financial crime, with experience in sanctions, payment filtering, and AML. You’ll also work well in a fast-paced environment and have good organisational skills to deliver to deadlines.

Having a CAMS or ICA Advanced Certification/Diploma will be an advantage.

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