As a Customer Service & Operations Analyst, you’ll be responding to queries from customers promptly and tactfully within our SLAs.
Your day-to-day will include:
- Authorising and investigating all transactions to our KPIs
- 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
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. 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 positive 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
- At least 12 months of experience in AML/CDD/KYC, with the ability to make informed decisions and provide clear, well-defined justifications for the reviews conducted
- Experience in CDD Remediation, including performing CDD/EDD/TDD reviews, as the role requires validating client information through both internal and external sources