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Customer Service & Operations Credit Analyst

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NatWest Group

1mo ago

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

AI generated summary

  • You need strong interpersonal skills, customer service abilities, industry knowledge, and good organization to thrive in a fast-paced environment while staying aware of trends and regulations.
  • You will investigate customer queries, collect information, authorize transactions, review processes for improvement, and support team training while maintaining strong customer relationships.

Requirements

  • We’re looking for someone with strong interpersonal skills to listen to our customers, develop relationships with them and maintain an understanding of their needs at all times.
  • 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

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 tactfully within our SLAs. We’re looking for someone with strong interpersonal skills to listen to our customers, develop relationships with them and maintain an understanding of their needs at all times.
  • Your day-to-day will include:
  • Authorising and investigating all transactions to our KPIs
  • 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
  • Supporting with process training and knowledge sharing in the team

FAQs

What is the job title for this position?

The job title is Customer Service & Operations Credit Analyst.

Where is this job located?

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

What are the main responsibilities of the Customer Service & Operations Analyst?

The main responsibilities include responding to customer queries, investigating and authorizing transactions, collecting and analyzing information, reviewing processes for improvement, and supporting process training and knowledge sharing in the team.

What skills are required for this role?

Strong customer service abilities, industry knowledge, good organizational skills, and the ability to work in a fast-paced environment are required. Additionally, an awareness of trends, policies, and regulations in the industry is important.

Is this role focused on individual customers or businesses?

This role involves liaising with both customers and businesses to accurately collect information and solve their queries.

Is there any opportunity for training or knowledge sharing in this role?

Yes, the role includes supporting process training and knowledge sharing within the team.

What level of experience is required for this position?

This role is offered at the senior analyst level, which suggests that prior experience and expertise in customer service and operations are needed.

What type of working environment can employees expect?

Employees can expect a hybrid working environment with flexible hours.

Will I need to stay updated on industry trends and regulations?

Yes, there is an expectation to be aware of changes in trends, policies, and regulations relevant to the industry.

How will my performance be measured in this role?

Performance will be measured based on the successful outcomes delivered to customers, adherence to SLAs, and the ability to meet KPIs while authorizing and investigating transactions.

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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.