Job Description
Join us as a Customer Service - Senior Telephony Analyst in Customer Due Diligence (CDD)
Working with a supportive and collaborative team, you’ll be helping us in CDD and Anti-Money Laundering (AML) activities.
- In this telephony-based role, you’ll be investigating queries, supporting business processes and procedures, as well as supporting customers and colleagues.
- This role offers great career development opportunities with relevant training programmes and exposure for you and your work.
- This role is offered for a period of twelve months where you’ll work from home some of the time, but you’ll also spend a minimum of two days per week working from the Rotherham office.
What you'll do
Joining a specialist CDD and AML team, you’ll be working together to deliver the most successful outcomes for the business and our customers. You’ll respond to telephony-based queries and investigate transactions, while accurately collecting all the information needed to do this on time and to a high standard.
As you continue to develop in your role, you’ll support with supervisory activities including training and coaching colleagues, working together towards success.
Day-to-day, you’ll be:
- Accurately investigating your queries, raising with relevant parties, and escalating where needed.
- Assisting colleagues as a subject matter expert on multiple workstreams.
- Making sure processing is performed accurately and within an agreed turn-around time.
- Participating in initiatives that help improve our customer service, processes and procedures.
- Reviewing processing errors and customer complaints to help identify trends and training needs.
The skills you'll need
You’ll already have knowledge and experience of working within a telephony-based role, alongside an awareness of up-to-date CDD and AML trends, policies, and regulations. Ideally, you’ll have experience of conducting call observations and coaching colleagues; however, full training will be provided. You’ll also be able to work accurately, to deadlines, and with high levels of attention to detail.
We’ll also be looking for you to demonstrate:
- An understanding of the financial services industry and our customers.
- Knowledge of our products, processes, and banking systems.
- Good written and spoken communication skills.
Starting Salary: You’ll join on a competitive salary of £27,541, and in addition, you’ll receive money to help you save for retirement. You can choose from a range of protection, healthcare, or lifestyle benefits from RBSelect, our fully flexible reward programme.
You'll have a generous holiday entitlement of 33 days. You may be required to work Bank Holidays.
#J-18808-Ljbffr