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Customer Service & Operations Analyst

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NatWest Group

9d ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Banking & Finance

AI generated summary

  • You should have AML/CDD/KYC knowledge, 1 year in CDD Remediation, awareness of industry trends, and a solid grasp of banking products, processes, and systems.
  • You will investigate queries, collect information, authorize transactions, monitor MI, support the unit leader, and review processes to enhance customer experience.

Requirements

  • 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
  • Minimum of 1 year experience working in CDD Remediations performing CDD/EDD/TDD reviews
  • Good understanding and knowledge of AML/CDD/KYC is required
  • This role is exclusively open to external applicants, while internal candidates can refer external applicants.

Responsibilities

  • 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
  • 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

FAQs

What is the primary role of a Customer Service & Operations Analyst at NatWest Digital X?

The primary role involves delivering successful outcomes for customers by investigating their queries, understanding their needs, and providing appropriate solutions.

Where is this role based?

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

What skills are required for this position?

The required skills include strong customer service abilities, knowledge of the industry, organizational skills, awareness of changes in trends and regulations, understanding of products and processes, and a minimum of 1 year experience in CDD Remediations.

What experience is necessary for this role?

Candidates must have a minimum of 1 year experience working in CDD Remediations and performing CDD/EDD/TDD reviews, along with a good understanding of AML/CDD/KYC.

Are there opportunities for career advancement in this role?

Yes, this position offers an opportunity to be recognized as a subject matter expert, enhancing your reputation throughout the bank.

What does the day-to-day work of a Customer Service & Operations Analyst involve?

Day-to-day activities include authorizing and investigating transactions, providing specialist support, collecting and analyzing information from customers and businesses, and reviewing processes for improvement.

Is this position open to internal candidates?

No, this role is exclusively open to external applicants, although internal candidates can refer external applicants.

How does the organization ensure a good work-life balance?

The organization offers various options including hybrid working and flexible hours that help employees thrive in their roles.

Will I be required to interact with customers?

Yes, liaising with customers to accurately collect information in order to solve their queries is a key part of the role.

What is the work environment like in this role?

The work environment is fast-paced, requiring good organizational skills for delivering to deadlines while maintaining a customer-centric focus.

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.