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Job Description
Join us as a Customer Service & Operations AnalystWe’ll look to you to deliver successful outcomes for your customers by investigating their queries and understanding their needsYou’ll be liaising with customers and businesses to accurately collect information in order to solve their queriesYou’ll be able to showcase your knowledge and enthusiasm as you deal with a variety of different customers on a daily basisWhat you'll doAs a Customer Service & Operations Analyst, you’ll be responding to queries from customers promptly and tactfully within our SLAs.Your day-to-day will include:Authorising and investigating all transactions to our KPIsCollecting and analysing the required information from the customers and businessesReviewing processes which could be automated or enhanced to improve the customer and business experienceThe skills you'll needWe’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 to deliver to deadlines.You’ll also demonstrate:An awareness of changes in trends, policies and regulationsAn understanding of our industry and its customersExperience of managing stakeholder relationshipsAt least 12 months of experience in AML/CDD/KYC, with the ability to make informed decisions and provide clear, well-defined justifications for the reviews conductedExperience in CDD Remediation, including performing CDD/EDD/TDD reviews, as the role requires validating client information through both internal and external sources
Skills
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About Company
NatWest Group plc, a leading banking and insurance entity headquartered in Edinburgh, Scotland, provides a diverse range of financial services.
This prestigious group encompasses various banking brands, catering to personal and business banking needs, as well as offering services in private banking, investment banking, insurance, and corporate finance. Its prominent subsidiaries in the United Kingdom include National Westminster Bank, Royal Bank of Scotland, NatWest Markets, and Coutts, with the group also responsible for issuing banknotes in Scotland and Northern Ireland.
Historically, before the turmoil of the 2008 financial crisis, NatWest Group had ascended to become the world’s largest bank for a brief duration. It ranked as the second-largest in the UK and Europe, and fifth globally in terms of market capitalisation. However, the crisis led to a dramatic fall in its standings due to a plummeting share price and a significant erosion of confidence, necessitating a bailout through the 2008 United Kingdom bank rescue package. At one point in 2009, it became the largest company globally by assets (£1.9 trillion) and liabilities (£1.8 trillion).
The UK government, which had acquired a majority share as part of the bailout, maintained control until 28 March 2022, with the stake managed by UK Government Investments. Since then, the government has gradually reduced its shareholding through various transactions.
NatWest Group is listed on major stock exchanges, including the London Stock Exchange and the New York Stock Exchange. For those interested in exploring a career with NatWest, the group offers myriad opportunities across its extensive network. Positions are available in various fields, including banking, finance, technology, and customer service, reflecting the company's commitment to innovation and excellence in the financial sector. NatWest Group's career prospects are aimed at individuals seeking to contribute to a dynamic, evolving landscape, emphasizing professional growth and development within a globally recognized banking institution.
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