Customer Service & Operations Analyst

Job Description

Join us as a Customer Service Operations Analyst In this customer centric role, you ll 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 This is an opportunity to be recognised as a subject matter expert, enhancing your reputation throughout the bank Were offering this role at senior analyst level What youll do As our Customer Service Operations Analyst, you ll maintain a clear understanding of the needs of our customers and stakeholders to deliver the most appropriate and fit-for-purpose solutions when dealing with complex issues. You ll also support the unit leader by allocating work, making sure processes are followed and helping in the development of business continuity plans. Your day-to-day activities will include: Authorising and investigating all transactions to defined KPIs Providing specialist support by monitoring and sharing MI Collecting and analysing the required information from the customers and businesses Reviewing processes which could be enhanced to improve the customer experience The skills youll 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 for delivering to deadlines. Additionally, you ll demonstrate: Minimum 18 months of experiene in AML/CDD/KYC Expertise in CDD Remediation, including CDD/EDD/TDD reviews An awareness of changes in trends, policies and regulations An understanding of our industry and its customers A thorough understanding of products, processes and banking systems