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Customer Service & Operations Analyst

Oct 6, 2024

Applications are closed

Job
Full-time
Mid Level
Customer Relations
Business, Operations & Strategy

Requirements

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
At least 3 years experience in processing and quality checks on cases processed by team based on process SOP’s and Agreed Guidance
Good understanding and knowledge of CDD and AML is required

Responsibilities

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
As a Customer Service & Operations Analyst, you’ll be responding to queries from customers promptly and within our service targets
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

FAQs

What is the primary focus of this role?

The primary focus of the role is to deliver successful outcomes for customers by investigating their queries and understanding their needs.

Where is this position based?

This position is based in India, and all normal working days must be carried out in India.

What responsibilities will I have as a Customer Service & Operations Analyst?

In this role, you will respond to customer queries within service targets, investigate and authorize transactions, collect and analyze information from customers and businesses, and review processes for potential automation or enhancement.

What qualifications are required for this position?

You should have at least 3 years of experience in processing and quality checks based on standard operating procedures (SOPs) and agreed guidance. Additionally, a good understanding of Customer Due Diligence (CDD) and Anti-Money Laundering (AML) is required.

What skills are essential for this role?

Essential skills include strong customer service abilities, good organizational skills, the ability to manage stakeholder relationships, and awareness of changes in trends, policies, and regulations in the industry.

Is there any flexibility in working hours for this job?

Yes, we offer plenty of options such as hybrid working and flexible hours to help our people thrive.

Will I need to work with various customers?

Yes, you will deal with a variety of different customers on a daily basis, showcasing your knowledge and enthusiasm.

What type of environment should I expect to work in?

You should expect to work in a fast-paced environment that requires strong interpersonal skills and the ability to meet deadlines.

NatWest Group

A relationship bank for a digital world. We champion potential.

Finance

Industry

10,001+

Employees

1968

Founded Year

Mission & Purpose

We’re a business that understands when our customers and people succeed, our communities succeed, and our economy thrives. As part of our purpose, we’re looking at how we can drive change for our communities in enterprise, learning and climate. As one of the leading supporters of UK business, we’re prioritising enterprise as a force of change. We’re focusing on the people and communities who have traditionally faced the highest barriers to entry and figuring out ways to remove these. Learning is also key to our continued growth as a company in an ever changing and increasingly digital world. By setting a dynamic and leading learning culture, our people prosper, and our customers are given the tools to continue to improve their financial capability and confidence. One of the biggest challenges we all face in our future is climate change. That’s why we’ve put it right at the core of our purpose. We want to champion climate solutions with financing and entrepreneurial support, fully embed climate into our culture and decision making, and be climate positive by 2025. We’re committed to using our purpose to break down barriers, drive change and ultimately create a great place to work.