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Customer Service & Operations Analyst

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NatWest Group

2mo ago

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations

AI generated summary

  • You should have strong interpersonal and customer service skills, industry knowledge, adaptability in fast-paced settings, and awareness of trends and regulations.
  • You will investigate customer queries, collect information, respond promptly, analyze transactions, review processes for enhancements, and support training and knowledge sharing.

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
  • 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 for this position is Customer Service & Operations Analyst.

Where is this job based?

This role is based in India.

What are the working days for this position?

All normal working days must be carried out in India.

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

The primary responsibilities include investigating customer queries, collecting information to solve issues, responding to customer inquiries promptly, and reviewing processes for automation and enhancement.

What skills are required for this role?

Required skills include strong customer service abilities, good organizational skills, the ability to work in a fast-paced environment, and knowledge of trends, policies, and regulations in the industry.

What level is this position offered at?

This role is offered at the senior analyst level.

Will I be working with other team members?

Yes, you will be supporting process training and knowledge sharing within the team.

Is industry-specific knowledge necessary for this role?

Yes, an understanding of the industry and its customers is necessary.

How will success be measured in this role?

Success will be measured by the ability to deliver successful outcomes for customers and meeting KPIs for transaction authorization and investigation.

What kind of environment will I be working in?

You will be working in a fast-paced environment where strong interpersonal skills are essential.

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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.