Customer Service & Operations Credit Analyst B5

Natwest Digitalx; Gurugram District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Natwest Digitalx in India is seeking a Senior Customer Service Operations Credit Analyst to deliver customer and business outcomes, investigate queries, and support credit processes within operations. The role emphasises credit operations and requires strong analytical and stakeholder skills.

The candidate will respond to queries within defined timelines and perform financial spreading, covenant monitoring, and process improvements in a fast-paced banking environment.

Qualifications

• MBA in Finance or banking qualification required.
• At least two years' experience in financial spreading or ratio analysis.
• Strong understanding of financial statements and accounting standards.
• Experience in stakeholder management and customer service.

Responsibilities

• Review loan documentation and credit evaluations.
• Authorise and investigate credit operations transactions.
• Collect and analyse information from customers and businesses.
• Identify automation opportunities to improve customer and business experience.
• Support post-follow-up credit analysis with financial spreading and covenant monitoring.

Skills

Customer service

Stakeholder management

Organisational skills

Education

MBA in Finance

ACCA

CMA

FRM

M Com

ICWA

JAIIB/CAIIB

Tools

Spread Smart

Financial analysis software

Job description

Job Summary

Join us as a Customer Service Operations Credit Analyst. Well look to you to deliver customer and business outcomes, investigating queries, supporting business processes, policies, and procedures, and understanding customer and business needs. Specialising in Credit Operations, youll respond to queries from customers and stakeholders promptly within agreed timelines. This is a chance to build on your credit skills and experience in an engaging and fast-paced environment. Were offering this role at senior analyst level.

Responsibilities

As a Customer Service Operations Credit Analyst, youll deliver successful customer and business outcomes by processing, authorising, and investigating all transactions to defined key performance indicators and service level agreements. In doing so, youll identify opportunities to enhance processes and enable the provision of a superior customer and business experience. Youll also deliver post-follow-up credit analysis through standardised financial spreading, covenant monitoring, and efficient portfolio support, ensuring strong KPI/SLA adherence and continuous improvement.

In addition, youll:

• Review documentation including loan applications, disclosures, and credit evaluations
• Authorise and investigate all credit operations transactions
• Collect and analyse the required information from the customers and businesses
• Review credit operations processes which could be automated or enhanced to improve the customer and business experience

• Support post-follow-up credit analysis through standardised financial spreading, robust covenant monitoring, and disciplined portfolio support with strong KPI/SLA adherence

• Enhance efficiency and scalability through high-volume delivery, effective stakeholder management with the Credit Stewardship Team, and automation-led continuous improvement

Skills and Experience

The skills you'll need

To succeed in this role, youll need to have the ability to understand and listen to our customers, develop relationships, and maintain an understanding of their needs. Youll also have the ability to adapt to fast-paced environments and youll have effective organisation skills to deliver to deadlines.

Youll also need:

• An MBA in Finance, ACCA, CMA, FRM, M Com, ICWA, or a relevant banking professional qualification such as JAIIB or CAIIB
• A minimum of two years experience in financial spreading, ratio analysis, or working with financial statements; back-office, RMPS, or Spread Smart experience is preferred
• An in-depth understanding of financial statements, accounting standards, and ratio analysis
• Customer service abilities along with customer and industry knowledge
• An awareness of changes in trends, policies, and regulations
• An understanding of our industry and its customers
• Experience of managing stakeholder relationships

Hours

45