Deposit Operations Analyst
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What you'll do
- Support the origination and ongoing management of OakNorth retail and business deposit products.
- Complete account-opening and servicing tasks, including inbound and outbound calls, email responses, mail processing and system actions.
- Prepare reports and statements, respond to account queries and maintain accurate customer and account records.
- Resolve customer queries and account changes wherever possible at first contact; gather clear information and escalate complex issues when needed.
- Build strong product, technical and customer-support knowledge, sharing information and best practice with colleagues.
- Work cross-functionally, communicating useful customer feedback and keeping relevant teams informed of issues and successes.
- Support ad-hoc projects and actively minimise risk to customers and the bank by following process controls.
- Be curious - identify opportunities to improve operational efficiency and implement improvement initiatives.
What they're looking for
- Know how to deliver an exceptional customer experience.
- Clear, confident verbal and written communication skills.
- Excellent organisation and time-management skills, with the ability to prioritise against deadlines and service levels.
- A friendly, energetic and proactive approach, with a genuine passion for delivering a great customer experience.
- Resilience and the ability to remain accurate and helpful when working under pressure.
- A willingness to learn, build new skills and take ownership of your development.
- Curiosity and confidence to use AI to improve quality, efficiency and the customer experience.
- Flexibility to work team shift patterns, with occasional evening or weekend work when required.
Nice to have
- An undergraduate degree or equivalent experience.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
ABOUT US
At OakNorth, we're on a mission to empower ambitious businesses and the communities they serve. Since 2015, we've lent over $21 billion across the UK and US, helped create more than 58,000 new homes and 36,000 new jobs, and supported hundreds of thousands of personal savers — all while driving economic growth in the markets we serve.
ABOUT THE TEAM
The Deposit Operations Team supports the day-to-day origination and ongoing management of OakNorth’s retail and business deposit products. Working in a fast-paced, customer-focused environment, the team combines operational accuracy, strong process controls and responsive service to help customers and the bank thrive.
ABOUT THE ROLE
As a Deposit Operations Analyst, you’ll support customers throughout the lifecycle of their retail and business deposit accounts. Reporting to the Deposit Operations Team Lead, you’ll handle operational tasks and customer queries accurately and efficiently, helping us deliver a friendly, timely and dependable service.
WHAT YOU’LL DO
• Support the origination and ongoing management of OakNorth retail and business deposit products.
• Complete account-opening and servicing tasks, including inbound and outbound calls, email responses, mail processing and system actions.
• Prepare reports and statements, respond to account queries and maintain accurate customer and account records.
• Resolve customer queries and account changes wherever possible at first contact; gather clear information and escalate complex issues when needed.
• Build strong product, technical and customer-support knowledge, sharing information and best practice with colleagues.
• Work cross-functionally, communicating useful customer feedback and keeping relevant teams informed of issues and successes.
• Support ad-hoc projects and actively minimise risk to customers and the bank by following process controls.
• Be curious - identify opportunities to improve operational efficiency and implement improvement initiatives.
YOU’LL BE A GREAT FIT IF YOU HAVE…
• Know how to deliver an exceptional customer experience.
• Clear, confident verbal and written communication skills.
• Excellent organisation and time-management skills, with the ability to prioritise against deadlines and service levels.
• A friendly, energetic and proactive approach, with a genuine passion for delivering a great customer experience.
• Resilience and the ability to remain accurate and helpful when working under pressure.
• A willingness to learn, build new skills and take ownership of your development.
• Curiosity and confidence to use AI to improve quality, efficiency and the customer experience.
• Flexibility to work evenings occasionally
Nice to Have
• An undergraduate degree or equivalent experience.
WHAT WE OFFER
• 25 days’ holiday, plus bank holidays.
• Personalised benefits and subsidised private medical insurance
• Enhanced family leave and access to wellbeing and social events.
• Salary-sacrifice schemes, including cycle to work, nursery, gym and electric car options.
• Paid volunteering time and opportunities to learn, grow and shape your career.
Company
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