Job Summary
This role involves managing inbound and outbound communications with internal and external stakeholders, providing accurate and timely support.
Key Responsibilities:
* Manage assigned cases applying analytical thinking, attention to detail and a risk mindset.
* Facilitate customer exits including drafting formal communications, coordinating account closures or blocks and supporting off-boarding processes.
* Conduct ongoing monitoring of customers in the "Exit in Run-Off" phase to ensure compliance and appropriate account management.
* Collaborate with business units and stakeholders across the organisation to manage the customer interaction process, review extension requests and support operational decision-making.
* Act as a subject matter expert within the team ensuring consistent application of account controls, best practices and high-quality operational outcomes.
* Handle customer interactions including complaints with professionalism, empathy and appropriate support for vulnerable customers.
* Collaborate with colleagues to identify trends, risks and process improvements that enhance operational efficiency and effectiveness.
Requirements:
* Effective communication skills and ability to work in a fast-paced highly monitored environment.
* Experience in financial services or exposure to financial crime processes will set you apart.
* Contact centre or phone-based experience ideally in a performance-driven environment with productivity targets.
* Active listening and clear communication skills with confidence handling sensitive conversations.
* Attention to detail and resilience ensuring accuracy while managing high call volumes and shifting priorities.
* Operational or financial crime exposure (AML KYC sanctions) highly regarded but not essential.
Benefits:
* Special offers on banking products and discounts from top brands including generous employee-only mortgage rates.
* Flexible work arrangements to help you achieve a greater work/life balance and variety of leave options.
* Tailored learning and development opportunities to help you grow your career within the bank.
* Lots of opportunities to give back to the community by getting involved in our many volunteering initiatives.