Join us as a Customer Service & Operations Analyst

• You’ll be joining our BB Mandates team, responsible for checking mandate documentation, adding and amending signatories, and instructing our Mandates & Signature (MAS) team to setup signatures in the ISV application
• We’ll look to you to deliver successful outcomes for your customers by understanding their needs and executing assigned tasks and activities
• You’ll be able to showcase your knowledge and enthusiasm as you’ll be liaising with customers and businesses to accurately collect information in order to solve their queries
• We're offering this role at senior analyst level

What you'll do

As a Customer Service & Operations Analyst, you’ll be responsible for processing daily volumes to meet SLAs as defined in the service schedule and ensure the basic criteria is adhered to.

Your day-to-day will include:

• Ensuring the timely and accurate execution of assigned tasks and activities
• Responding to queries from customers and stakeholders within agreed timescales
• Actively participating in initiatives to improve customer service, processes, and procedures
• Reviewing manual or ineffective processes which could be automated or enhanced to enable the provision of a superior customer and business experience

The skills you'll need

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. You’ll have at least two years’ experience of the business banking mandates process and you’ll hold a CPB Skill Assessment, Level 1. An understanding of Back Office, CIQ, ISV, Oneklick, Unity, 2CP, and CES applications would be beneficial.

We’re also looking for:

• Strong MS Office skills and excellent process knowledge regarding mandates and indemnities
• The ability to work flexibly when there is a spike in volume, and work under tight deadlines
• Strong stakeholder management skills, able to interact with onshore stakeholders, internal auditors, support functions, and team leaders

Hours

45

Job Posting Closing Date:

24/12/2024