Customer Service & Operations Analyst, Lending Operations

NatWest Group; Sheffield; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading financial services provider is seeking a Customer Service & Operations Analyst in Lending Operations. This role involves addressing customer queries and enhancing business processes while operating in a hybrid model. You will be responsible for processing security releases, suggesting improvements, and collaborating with teams to ensure excellent customer service. The ideal candidate should have experience in lending operations and strong communication skills, with familiarity in banking systems and security processes.

Qualifications

• Experience in lending operations is essential.
• Good verbal and written communication skills are required.
• Ability to organize time and workload effectively.

Responsibilities

• Understanding and responding to customer queries accurately.
• Processing security releases using hotdocs system.
• Managing conduct risk to deliver key customer outcomes.

Skills

Attention to detail

Communication skills

Time management

Tools

Hotdocs

Back Office

Risk Management Platform (RMP)

Microsoft Teams

Zoom

Job description

Join us as a Customer Service & Operations Analyst in Lending Operations

• Take on a new role, where you’ll be influential in making improvements for our customers and the business, specialising in lending operations
• You’ll be investigating and responding to queries from customers and stakeholders, escalating any issues with other teams in a timely manner
• This is an opportunity to advance your career in an environment that supports your professional development and progression
• This job does not meet Skilled Worker visa sponsorship requirements
• Ourteam operates within a hybrid working model, which means you’ll work from home some of the time, but you’ll also spend two days per week working from our Manchester or Sheffield office to collaborate with your colleagues

What you'll do

We’re looking for someone to accurately understand customer queries and raise them in a timely manner, escalating where you see necessary. You’ll maintain a clear understanding of the needs of both customers and stakeholders, delivering the most appropriate and fit for purpose solutions. We’ll also look for you to act as a reference point for daily requests as well as capture and collate MI as needed.

You’ll also be:

• Processing security releases of varying types using our hotdocs system
• Suggesting areas of customer or business focused improvement in your daily processing
• Supporting the development and maintenance of the business continuity plans
• Participating in other initiatives to improve customer service, processes and procedures
• Managing conduct risk to deliver key customer outcomes

The skills you'll need

We’re looking for someone with good attention to detail and knowledge and experience of lending operations. You’ll have good communication skills, both written and verbal, and have the ability to successfully organise your time and workload.

You’ll also need:

• Experience of using banking systems including hotdocs, Back Office, Risk Management Platform (RMP), Microsoft Teams and Zoom
• Knowledge of the banks security and it's role within the lending journey
• An understanding of security products and processes
• An awareness of relevant changes in trends, policies and regulations