Customer Service & Operations Analyst I

NatWest Group; Gurugram District; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

NatWest Group is seeking a Customer Service and Operations Analyst at senior analyst level in India to investigate customer queries and understand their needs. You will liaise with customers and businesses to gather accurate information and resolve Private Banking Wealth Management queries efficiently.

You will build your expertise as a subject-matter expert and contribute to the development of business continuity plans, while supporting the unit leader by allocating work and ensuring processes

Qualifications

• Minimum 18 months experience in AML/CDD domain and experience of working in CDD Remediations performing CDD/ EDD / TDD reviews.
• Certifications in Financial Crime will be preferred.
• Strong knowledge in banking operations.
• An awareness of changes in trends, policies and regulations.

Responsibilities

• Investigate customer queries and gather information to resolve Private Banking Wealth Management issues.
• Support orderbook management and prioritisation.
• Authorize and investigate transactions in line with defined KPIs.
• Provide specialist support by monitoring and sharing MI.
• Collect and analyse information from customers and businesses.
• Review processes to improve customer experience.

Skills

Banking operations

Analytical skills

Stakeholder management

Organisational skills

Fast-paced environment

Tools

MI (Management Information)

Job description

Join us as a Customer Service and Operations Analyst

• In this role, you’ll deliver successful outcomes for your customers by investigating their queries and understanding their needs
• You’ll liaise with customers and businesses to gather accurate information and resolve Private Banking Wealth Management queries efficiently and effectively
• This position gives you the opportunity to build your reputation as a subject-matter expert, strengthening your visibility and influence across the bank
• We're offering this role at senior analyst level

What you’ll do

As our Customer Service and Operations Analyst, you’ll maintain a clear understanding of customer and stakeholder needs to deliver the most appropriate, fit-for-purpose solutions for complex issues. You’ll also support the unit leader by allocating work, making sure processes are followed, and contributing to the development of business continuity plans.

In your day-to-day, you’ll be:

• Supporting orderbook management and prioritisation
• Authorising and investigating transactions in line with defined KPIs
• Providing specialist support by monitoring and sharing MI
• Collecting and analysing information from customers and businesses
• Reviewing processes that could be enhanced to improve customer experience

The skills you'll need

To succeed in this role, you’ll have strong ability to understand customer needs and build productive relationships with stakeholders, supported by solid industry knowledge. You’ll bring sound analytical skills that help you interpret information quickly and make sound decisions. You’ll also need to work well in a fast-paced environment and have strong organisational skills to meet deadlines consistently.

We’ll expect you to demonstrate:

• Strong knowledge in banking operations
• An awareness of changes in trends, policies and regulations
• Deep insight into the Private Banking industry and its customers
• Thorough understanding of banking products, processes and systems
• Minimum 18 months experience in AML/CDD domain and Experience of working in CDD Remediations performing CDD/ EDD / TDD reviews.
• Certifications in Financiak Crime will be preferred