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Customer Service & Operations Analyst

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NatWest Group

1mo ago

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

AI generated summary

  • You need 5+ years in Financial Crime Operations, knowledge in KYC and AML, data analysis skills, contact center experience, and proficiency in Microsoft Office, especially Excel.
  • You will enhance customer service, support queries, create test scenarios, track projects, improve processes, coach teams, log incidents, and report to management for operational efficiency.

Requirements

  • A minimum of five years of experience working in Financial Crime Operations
  • Experience of analysing and using performance data
  • Knowledge on Fincrime including KYC, AML, CDD along with experience working on any project related to CDD or KYC
  • The ability to convey information in a simple and understandable way
  • An understanding of contact centre operations and performance metrics
  • Microsoft Office skills, including Excel

Responsibilities

  • This is an opportunity to join our Business Change Delivery team and define and deliver our business’s solutions, processes, benefits and new opportunities
  • You’ll be actively participating in initiatives to improve customer service, processes and procedures
  • You’ll also hone your existing analytical skills and be well positioned to advance your career in this fast-paced role
  • In this key role, you’ll be providing crucial support to customers and colleagues in our contact centres
  • You’ll also be responding to and investigating queries, providing support on business processes, policies and procedures and developing an understanding of customer and business needs in order to suggest improvements and increase efficiency
  • We’ll look to you to create and execute test scenarios and test scripts at various stages of the project in order to validate the solution design
  • You’ll also be identifying barriers to performance and coordinating improvements to enhance our efficiency
  • Tracing and linking business requirements to future state design and tracking the projects by owning the activities end-to-end
  • Reporting the status to senior management as required
  • Working closely with operational centres, providing coaching and support to increase efficiency and knowledge
  • Acting as a liaison point between other teams to coordinate activities and mitigate the impact of incidents
  • Keeping accurate records of day-to-day operations, logging incidents and identifying trends
  • Maintaining a focus on improving our customer service and experiences

FAQs

What is the location requirement for this position?

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

What is the job title for this position?

The job title is Customer Service & Operations Analyst.

What type of team will I be joining?

You will be joining the Business Change Delivery team.

What are some key responsibilities of this role?

Key responsibilities include providing support to customers, responding to queries, developing an understanding of customer needs, creating and executing test scenarios, and coordinating performance improvements.

How many years of experience are required for this role?

A minimum of five years of experience working in Financial Crime Operations is required.

What specific knowledge areas are important for this position?

Knowledge of Financial Crime including KYC, AML, and CDD, as well as experience working on projects related to CDD or KYC, is important.

What skills are essential to succeed in this role?

Essential skills include excellent planning and organizational skills, attention to detail, ability to manage multiple tasks under pressure, and proficiency in Microsoft Office, especially Excel.

Will I need to interact with senior management?

Yes, you will be required to report the status of various projects to senior management as needed.

Is there a focus on improving customer service in this role?

Yes, maintaining a focus on improving customer service and experiences is a key aspect of this role.

What does the role involve regarding performance data?

The role involves analyzing and using performance data to identify barriers to performance and coordinate improvements.

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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.