Customer Service & Operations Analyst

Join us as a Customer Service and Operations Analyst

• This role will support Private Banking Wealth Management (PBWM)
• In this role, you’ll deliver successful outcomes for your customers by investigating their queries and understanding their needs
• You’ll handle complex banking and lending cases, analysing customer requirements and resolving requests through informed decision-making
• You'll liaise with businesses to gather accurate information and resolve queries for our customers in PBWM efficiently and effectively
• This position gives you the opportunity to build your reputation as a subject-matter expert, strengthening your visibility and influence across the bank
• We're offering this role at senior analyst level

What you’ll do

As our Customer Service and Operations Analyst, you’ll maintain a clear understanding of customer and stakeholder needs to deliver the most appropriate, fit-for-purpose solutions for complex issues. You’ll also support the unit leader by allocating work, making sure processes are followed, and contributing to the development of business continuity plans.

In your day-to-day, you’ll be:

• Supporting customer transactions, orderbook management and prioritisation
• Authorising and investigating transactions in line with defined KPIs
• Providing specialist support by monitoring and sharing MI
• Collecting and analysing information from customers and businesses
• Reviewing processes that could be enhanced to improve customer experience

The skills you'll need

To succeed in this role, you’ll have strong ability to understand customer needs and build productive relationships with stakeholders, supported by solid industry knowledge. You’ll bring sound analytical skills that help you interpret information quickly and make sound decisions. You’ll also need to work well in a fast-paced environment and have strong organisational skills to meet deadlines consistently.

We’ll expect you to demonstrate:

• Strong knowledge in banking operations, products, processes and systems
• Deep insight into the Private Banking industry and its customers, policies and regulations
• Experience with Avaloq and private banking platforms would be preferred
• Knowledge of credit/debit card operations and systems such as TSYS and Fiserv would be desirable 

Hours

Job Posting Closing Date: