Customer Service & Operations Analyst, Anti-money Laundering

Royal Bank of Scotland; Douglas; Hybrid; GBP 26,000 - 36,000; Full time

Job summary

Royal Bank of Scotland on the Isle of Man is seeking a Customer Service & Operations Analyst to support AML activities and onboarding journeys. You will investigate queries, validate customer information and help ensure regulatory compliance in a collaborative AML team.

You'll develop specialist AML knowledge, contribute to financial crime controls, and assist in improving onboarding processes while working within a regulated banking environment and meeting KPIs and SLAs.

Qualifications

• AML knowledge and awareness of Know Your Customer (KYC) and anti-financial crime concepts.
• Understanding of regulatory requirements and customer due diligence (CDD) processes.
• Experience or familiarity with onboarding and account opening in a regulated environment.

Responsibilities

• Support customers through onboarding and account opening while ensuring a positive experience and timely query resolution.
• Gather, review and validate customer information to meet onboarding, AML and CDD requirements.
• Process, authorise and investigate customer cases in line with KPIs, SLAs, policies and regulatory requirements.
• Develop specialist AML knowledge and financial crime controls to support career progression.
• Identify potential risks and escalate concerns to support financial crime responsibilities.
• Participate in initiatives to improve customer service, onboarding processes and operational efficiency.
• Support process training and knowledge sharing across the team.

Skills

AML

KYC

CDD

Customer onboarding

Regulatory compliance

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) activitiesYou'll be investigating queries, supporting business processes and procedures, and understanding the needs of our customers and the businessThis role offers great career development opportunities with relevant training programmes and exposure for you and your workIf 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

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

Hours35

Job Posting Closing Date:02/10/2026

Ways of Working:Hybrid