Description
As a Deposit Operations Analyst, you'll support customers throughout the lifecycle of their retail and business deposit accounts.
Reporting to the Deposit Operations Team Lead, you'll handle operational tasks and customer queries accurately and efficiently, helping deliver a friendly, timely and dependable service.
Responsibilities
- Support the origination and ongoing management of OakNorth retail and business deposit products.
- Complete account-opening and servicing tasks, including inbound and outbound calls, email responses, mail processing and system actions.
- Prepare reports and statements, respond to account queries and maintain accurate customer and account records.
- Resolve customer queries and account changes at first contact; gather clear information and escalate complex issues when needed.
- Build strong product, technical and customer-support knowledge, sharing information and best practice with colleagues.
- Work cross-functionally, communicating useful customer feedback and keeping relevant teams informed of issues and successes.
- Support ad-hoc projects and actively minimise risk to customers and the bank by following process controls.
- Identify opportunities to improve operational efficiency and implement improvement initiatives.
Requirements
- Deliver an exceptional customer experience.
- Clear, confident verbal and written communication skills.
- Excellent organisation and time-management skills, with the ability to prioritise against deadlines and service levels.
- Friendly, energetic and proactive approach, with a genuine passion for delivering a great customer experience.
- Resilience and the ability to remain accurate and helpful when working under pressure.
- Willingness to learn, build new skills and take ownership of your development.
- Curiosity and confidence to use AI to improve quality, efficiency and the customer experience.
- Flexibility to work evenings occasionally.
Benefits
- 25 days' holiday, plus bank holidays.
- Personalised benefits and subsidised private medical insurance.
- Enhanced family leave and access to wellbeing and social events.
- Salary-sacrifice schemes, including cycle to work, nursery, gym and electric car options.
- Paid volunteering time and opportunities to learn, grow and shape your career.