Customer Service & Operations Analyst, Anti-money Laundering

NatWest Group; Douglas; On-site; GBP 32,000 - 52,000; Full time

Job summary

NatWest Group in the Isle of Man seeks a Customer Service & Operations Analyst specialising in anti-money laundering. You will support customers through onboarding and account opening while building AML expertise and ensuring regulatory compliance.

Within a specialist AML team, you’ll handle customer due diligence, risk assessments and ongoing monitoring, contributing to efficient processes and effective financial crime controls across the business.

Qualifications

• Experience with AML processes and procedures.
• Strong written and spoken communication skills.
• Knowledge of banking systems and the financial services industry.

Responsibilities

• Support customers through onboarding and account opening journey.
• Review and validate customer information for onboarding and CDD.
• Process, authorise and investigate customer cases against KPIs and SLAs.
• Develop AML knowledge and financial crime controls.
• Escalate risks and support regulatory requirements.
• Contribute to process improvements and training within the team.
• Collaborate with AML team to enhance customer service and operational efficiency.

Skills

AML knowledge

Financial Crime awareness

Communication skills

Banking systems knowledge

Job description

Join us as a Customer Service & Operations Analyst in Anti-money Laundering

• Working with a supportive and collaborative team, you’ll be helping us with anti-money laundering (AML) activities
• You’ll be investigating queries, supporting business processes and procedures, and understanding the needs of our customers and the business
• This role offers great career development opportunities with relevant training programmes and exposure for you and your work
• If applying for Jersey or Isle of Man and you don't already live here, you'll need to clearly state in your CV that you have the right to live and work in your chosen location to be considered for this role

What you'll do

Joining a specialist AML team, you’ll deliver successful customer and business outcomes by supporting customers through their onboarding and account opening journey, while developing specialist expertise in AML and Financial Crime. This role offers an excellent opportunity to build a career in AML, gaining valuable experience in customer due diligence, risk assessment, regulatory requirements and financial crime controls. Working within a regulated banking environment, you'll develop highly transferable skills and knowledge that can support future career opportunities across AML, Financial Crime, Risk, Compliance and Operations.

Day-to-day, you’ll be:

• Supporting customers through the onboarding and account opening journey, ensuring a positive customer experience and timely resolution of queries
• Gathering, reviewing and validating customer information to meet onboarding, AML and Customer Due Diligence (CDD) requirements
• Processing, authorising and investigating customer cases in line with agreed Key Performance Indicators (KPIs), Service Level Agreements (SLAs), policies and regulatory requirements
• Developing specialist knowledge of AML, Know Your Customer (KYC) and Financial Crime controls, building skills that support future career progression
• Identifying potential risks and escalating concerns appropriately to support the bank's financial crime responsibilities
• Actively participating in initiatives to improve customer service, onboarding processes and operational efficiency
• Supporting process training, knowledge sharing and continuous improvement across the team

The skills you'll need

You’ll already have knowledge and experience of working with AML processes and procedures, alongside an awareness of up to date trends, policies and regulations. You’ll also be able to work accurately, to deadlines and with high levels of attention to detail.

We’ll also be looking for you to demonstrate:

• An understanding of the financial services industry and our customers
• Knowledge of our products, processes and banking systems
• Good written and spoken communication skills