Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Investigate customer queries and support anti-money laundering activities.
- Company: Join a collaborative team focused on financial crime prevention.
- Benefits: Enjoy hybrid working, comprehensive training, and career development opportunities.
- Why this job: Make a real impact in financial services while growing your skills.
- Qualifications: Knowledge of AML processes and strong communication skills required.
- Other info: Work from home part-time and in the Manchester office.
The predicted salary is between 28800 - 42000 £ per year.
Join us as a Telephony Customer Service & Operations Analyst, Financial Crime
- Working with a supportive and collaborative team, you\’ll be helping us with anti-money laundering (AML) activities
- You\’ll be investigating queries, supporting business processes and procedures, and understanding the needs of our customers and the business
- 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 of two days per week working from the Manchester office
What you\’ll do
As a telephony based Customer Service & Operations Analyst within the Financial Crime Services Customer Contact Centre you\’ll be responding to inbound and outbound customer queries. You\’ll also be processing, authorising and investigating 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 process training and knowledge sharing across your team, working together towards success.
Day-to-day, you\’ll be:
- Accurately investigating your queries, raising with relevant parties, and escalating where needed
- 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
The skills you\’ll need
You\’ll already have knowledge and experience of working with AML processes and procedures, alongside an awareness of up to date trends, policies and regulations. 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
- Experience of managing stakeholder relationships
In return we offer a comprehensive training and accreditation programme with ongoing 1-1 support
Hours
35
Job Posting Closing Date:
15/08/2025
Ways of Working:Hybrid
Telephony Customer Service & Operations Analyst, Financial Crime employer: NatWest Group
Contact Detail:
NatWest Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Telephony Customer Service & Operations Analyst, Financial Crime
✨Tip Number 1
Familiarise yourself with anti-money laundering (AML) processes and regulations. Understanding the latest trends in financial crime will not only boost your confidence but also demonstrate your commitment to the role during interviews.
✨Tip Number 2
Practice your communication skills, both written and verbal. Since you'll be handling customer queries, being able to articulate your thoughts clearly and effectively is crucial for success in this position.
✨Tip Number 3
Network with professionals in the financial services industry. Engaging with others who have experience in AML or customer service can provide you with valuable insights and potentially lead to referrals.
✨Tip Number 4
Showcase your attention to detail by preparing examples of how you've successfully managed complex tasks or resolved issues in previous roles. This will highlight your ability to meet the high standards expected in this position.
We think you need these skills to ace Telephony Customer Service & Operations Analyst, Financial Crime
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Telephony Customer Service & Operations Analyst in Financial Crime. Familiarise yourself with anti-money laundering (AML) processes and how they relate to customer service.
Tailor Your CV: Highlight your relevant experience in AML processes and customer service in your CV. Use specific examples that demonstrate your attention to detail and ability to meet deadlines, as these are crucial for this role.
Craft a Strong Cover Letter: Write a cover letter that showcases your understanding of the financial services industry and your communication skills. Mention your experience with stakeholder management and how it relates to the role you're applying for.
Proofread Your Application: Before submitting, carefully proofread your application materials. Ensure there are no spelling or grammatical errors, as clear communication is essential for this position.
How to prepare for a job interview at NatWest Group
✨Show Your Knowledge of AML Processes
Make sure to brush up on your understanding of anti-money laundering processes and regulations. Be prepared to discuss how your previous experience aligns with these practices, as this role heavily relies on your knowledge in this area.
✨Demonstrate Attention to Detail
Since the role requires high levels of accuracy, be ready to provide examples from your past work where attention to detail was crucial. Highlight any experiences where you successfully managed complex queries or transactions without errors.
✨Communicate Clearly
Good communication skills are essential for this position. Practice articulating your thoughts clearly and concisely, especially when discussing your experience with customer service and stakeholder management.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of situations where you had to investigate a query or resolve a customer complaint, and be ready to explain your thought process and the outcome.
