NatWest Group
NatWest Group
NatWest Group is a UK-based banking and financial services organisation serving personal, commercial and institutional customers. Its work spans banking, finance and fintech, with services that include commercial banking, wealth management and risk management. The group also highlights its relationships with customers and communities, alongside opportunities for people building careers across its banking and technology-focused teams.

Customer Service Operations Analyst - Bengaluru Onsite

Handle customer queries and transaction investigations while supporting AML, CDD, KYC, and remediation reviews. Help verify client information and identify improvements that strengthen operational and customer outcomes.

Description

  • Resolve customer questions promptly and professionally within agreed service levels
  • Approve and investigate transactions in line with performance targets
  • Gather and assess necessary information from customers and businesses
  • Identify processes that could be automated or improved to enhance customer and business experiences
  • Work with customers and businesses to obtain accurate information and resolve outstanding queries

Requirements

  • Strong interpersonal skills for listening to customers, building relationships, and understanding their needs
  • Proven customer service capability with knowledge of customers and the relevant industry
  • Comfort working effectively in a fast-paced environment
  • Well-organised approach with the ability to meet deadlines
  • Awareness of evolving trends, policies, and regulations
  • Understanding of the industry and its customers
  • Experience managing relationships with stakeholders
  • At least 12 months of AML, CDD, or KYC experience
  • Ability to make sound decisions and clearly justify review outcomes
  • Experience with CDD remediation, including CDD, EDD, and TDD reviews
  • Ability to verify client information using internal and external sources

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