Customer Service - Senior Telephony Analyst, Customer Due Diligence

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
• You'll work from home some of the time, but you'll also spend a minimum two days per week working from the Manchester 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
  
  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
  
  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.