Customer Service & Operations Analyst

NatWest Group; Bengaluru; On-site; INR 600,000 - 1,000,000; Full time

Job summary

NatWest Group in Bengaluru seeks a Customer Service & Operations Analyst to drive customer outcomes by investigating queries, collecting information, and resolving issues. You will liaise with customers and businesses, building relationships and understanding needs on a daily basis.

This senior analyst role emphasizes handling diverse customer inquiries, ensuring quality and compliance, and contributing to process improvements in a fast-paced environment.

Qualifications

• Minimum of 5 years' experience in a relevant role (CDD/AML/KYC beneficial).
• Strong customer service abilities and industry knowledge.
• Good organisational skills and ability to work in a fast-paced environment.

Responsibilities

• Respond to customer queries promptly within service targets.
• Authorise and investigate transactions and collect information from customers and businesses.
• Review processes for potential automation or enhancements to improve customer and business experience.

Skills

Customer service

Stakeholder management

Interpersonal skills

Attention to deadlines

Job description

Join us as a Customer Service & Operations Analyst

• 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
• We're offering this role at senior analyst level

What you'll do

As a Customer Service & Operations Analyst, you’ll be responding to queries from customers promptly and within our service targets. 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.

Day-to-day, you’ll be:

• Authorising and investigating transactions
• 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

The skills you’ll need

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 to deliver to deadlines.

You’ll also demonstrate:

• An awareness of changes in trends, policies and regulations
• An understanding of our industry and its customers
• Experience of managing stakeholder relationships
• Minimum of 5 years' experience is required, with prior Quality Control experience in CDD, AML, or KYC.