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Customer Service & Operations Analyst

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NatWest Group

18d ago

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

AI generated summary

  • You need strong customer service skills, industry knowledge, and organizational abilities. Awareness of trends, policies, and a thorough understanding of banking products and processes is essential.
  • You will investigate customer queries, authorise transactions, gather information, monitor performance, support workflow, and enhance processes to improve customer experience.

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 for delivering to deadlines.
  • You’ll also demonstrate:
  • 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

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 job title for this position?

The job title for this position is Customer Service & Operations Analyst.

Where is this role based?

This role is based in India.

What are the normal working days for this position?

All normal working days must be carried out in India.

What is the main responsibility of the Customer Service & Operations Analyst?

The main responsibility is to deliver successful outcomes for customers by investigating their queries and understanding their needs.

What skills are required to excel in this role?

Strong customer service abilities, customer and industry knowledge, good organizational skills, and the ability to work in a fast-paced environment are required.

Is this role entry-level or senior-level?

This role is offered at a senior analyst level.

What are some of the daily activities associated with this position?

Daily activities include authorising and investigating transactions, providing specialist support by monitoring MI, collecting and analyzing information, and reviewing processes for improvement.

Will I have the opportunity to become a subject matter expert in this role?

Yes, this role provides the opportunity to be recognized as a subject matter expert, enhancing your reputation throughout the bank.

What type of support will I provide to the unit leader?

You will support the unit leader by allocating work, ensuring processes are followed, and assisting in the development of business continuity plans.

What areas of knowledge should I be aware of for this position?

You should have an awareness of changes in trends, policies, and regulations, as well as a thorough understanding of products, processes, and banking systems.

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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.