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116 NatWest Services Jobs
Customer Service & Operations Analyst
3-7 years
Chennai
1 vacancy
Customer Service & Operations Analyst
NatWest Services
posted 7hr ago
Job Role Insights
Key skills for the job
Job Description
Join us as a Customer Service & Operations Analyst
- 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
- Were offering this role at senior analyst level
In your new role, you ll be our expert on financial crime, performing complex sanctions and AML on transactions and customers. You ll investigate all alerts referred by the primary investigations set by queue monitoring and SLA.
Youll also respond 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.
Youll also respond 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:
- Gathering data by liaising with other areas of the bank for responses and challenging any inadequate information
- Reconciling all the pending items in the queue and maintain error logs for first line investigators
- Guiding the first line investigators so referrals are processed and reviewed accurately
- Raising any procedural conflicts and system issues with the team leaderAuthorising 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
To excel in this role, you ll have a minimum of five years experience as a customer service analyst in financial crime, with experience in sanctions, payment filtering, and AML. You ll also work well in a fast-paced environment and have good organisational skills to deliver to deadlines.
Having a CAMS or ICA Advanced Certification/Diploma will be an advantage.
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
Employment Type: Full Time, Permanent
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