NatWest Group
Customer Service Analyst – Complaints Team
Key Responsibilities
- Assisting with complaints-related activities within a supportive team.
- Investigating customer queries, and supporting business processes and procedures.
- Understanding customer needs and business requirements.
- Contributing to improvements in customer service, processes, and procedures.
- Reviewing processing errors and complaints to identify trends and training needs.
- Responding to customer queries, processing, authorising, and investigating transactions accurately and efficiently.
- Collecting necessary information promptly and to a high standard.
- Supporting with process training and knowledge sharing within the team.
- Accurately investigating queries, escalating issues to relevant parties as needed.
- Ensuring accurate processing within agreed turnaround times.
Skills and Expertise
- Experience with complaints processes and procedures.
- Knowledge of current trends, policies, and regulations.
- Excellent attention to detail and ability to meet deadlines.
- Understanding of the financial services industry and customer needs.
- Knowledge of products, processes, and banking systems.
- Strong written and verbal communication skills.
Job Facilities/Benefits
- Career development opportunities with relevant training programmes.
- 8-week training period with twice-weekly office attendance, reducing to twice-monthly attendance after the training period (subject to business needs).