Job Description

The key responsibility of this role is to support the origination and in-life management of deposit products by ensuring an exceptional customer journey throughout the product life cycle.

Note: This is a 24*7 process, the desirable candidate will be expected to work on rotational shifts basis. \

What will you be doing as an Analyst, Operations?

• Processing all applications through a workflow system effectively, within agreed SLAs and KPIs, and in line with company policies and procedures. Dealing with various tasks received in processing queue as per the application received for retail deposit customer.
• Sending appropriate Emails to customers as per the requirement.
• Processing of Funds received for deposit customers received via Online banking/cheques etc.
• Monitoring of group Emails (instructions/queries).
• Monitoring of Bank accounts for Incoming payments & doing reconciliation
• Effectively complete ad-hoc tasks and initiatives as directed across the business.
• Support other BAU requirements of Operations teams aside from primary activities.
• Have a clear understanding of Role of Operations in the Life Cycle of Product.
• Processing of Customer documents & validation them in-line with Bank\'s policy.
• Creation of accounts based on request from clients.
• Processing of Customer maturity & notices emails
• Work independently without any support.
• Communicate effectively with customers, internal teams, and external partners to address and resolve queries.
• Handling customer concerns regarding reporting of unauthorised transactions over the phone.
• Maintain accurate and detailed records of customer interactions.
• Setting up fraud & dispute cases and discussing and sharing decisions with customers via email/phones.

What do you need to excel in this role?

• Excellent communication skills both written & verbal.
• Experience handling customer queries over the phone.
• Basic understanding of Retail Operations.
• Minimum 1-2 years previous experience working within a contact centre (banking process), preferable UK.
• Knowledge of banking terminologies.
• Strong analytical and problem-solving skills.
• Ability to work efficiently in a fast-paced and dynamic environment.
• Detail-oriented with a commitment to accuracy.
• Proficient in using MS Office applications and customer service software.

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0 - 0 a year \

About Us

We\'re OakNorth Bank and we embolden entrepreneurs to realise their ambitions, understand their markets, and apply data intelligence to everyday decisions to scale successfully at pace.

Banking should be barrier-free. It\'s a belief at our very core, inspired by our entrepreneurial spirit, driven by the unmet financial needs of millions, and delivered by our data-driven tools.

And for those who love helping businesses thrive? Our savings accounts help diversify the high street and create new jobs, all while earning savers some of the highest interest on the market.

But we go beyond finance, to empower our people, encourage professional growth and create an environment where everyone can thrive. We strive to create an inclusive and diverse workplace where people can be themselves and succeed.

Our story

OakNorth Bank was built on the foundations of frustrations with old-school banking. In 2005, when our founders tried to get capital for their data analytics company, the computer said \'no\'. Unfortunately, all major banks in the UK were using the same computer - and it was broken.

Why was it so difficult for a profitable business with impressive cashflow, retained clients, and clear commercial success to get a loan?

The industry was backward-looking and too focused on historic financials, rather than future potential.

So, what if there was a bank, founded by entrepreneurs, for entrepreneurs? One that offered a dramatically better borrowing experience for businesses?

No more what ifs, OakNorth Bank exists.

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