Job Description

Our people work differently depending on their jobs and needs. From home working to job sharing, visit the remote and flexible working page on our website to find out more. This role is based in India and as such all normal working days must be carried out in India. Join us as a Customer Service & Operations Analyst

• We’ll look to you to deliver successful outcomes for your customers by investigating their queries and understanding their needs
• You’ll be liaising with customers and businesses to accurately collect information in order to solve their queries
• You’ll be able to showcase your knowledge and enthusiasm as you deal with a variety of different customers on a daily basis
• This role is offered at senior analyst level

What you'll do

As a Customer Service & Operations Analyst, you’ll be responding to queries from customers promptly and tactfully within our SLAs. 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. 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

In order to excel in this role, you'll need a minimum of two years’ experience in Payments and Investigations, with a strong knowledge of International Payments and Clearing. This includes knowledge of SWIFT, Target, BACS, and CHAPS. 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 good organisational skills to deliver to deadlines. You’ll also demonstrate:

• Strong knowledge of payment products like electronic payments, cheques, and cards
• Aware of recent market changes in Payments, such as ISO2002 and SWIFT GPI
• Good understanding of regulatory requirements in this role’s respective region or jurisdiction
• Strong understanding of accounting concepts like reconciliation
• Knowledge and understanding of Financial Crime and Sanctions
  An awareness of changes in trends, policies and regulations
• An understanding of our industry and its customers
• Experience of managing stakeholder relationships