Economic Crime Assistant in Birmingham

At Unity Trust Bank, we’re proud to be bold in our ambitions, straightforward in our approach, inclusive in our thinking, and guided by integrity and collaboration in everything we do. We believe that banking should serve the common good—and that starts with understanding our customers deeply and acting on what matters most to them. Guided by our values—and our commitment to Consumer Duty—we ensure our security practices protect both our organisation and our customers.

The Ongoing Monitoring Team is looking for a proactive and organised Economic Crime Assistant to provide essential operational support to our investigators and help keep customer due diligence (CDD) reviews moving smoothly. This role is central to ensuring cases progress efficiently, customers stay engaged, and the team meets its service standards.

• Make outbound calls to customers to request missing documents, clarify information, and follow up on outstanding items.
• Issue standard letters, templates, and formal communications to support case progression.
• Maintain high‑quality customer interactions aligned to Treating Customers Fairly and good customer outcomes.
• Manage shared inboxes, including triage, prioritisation, responding to queries, and routing items to the right investigator.
• Track inbound customer responses and ensure investigators are notified promptly.
• Reassign cases back to analysts with clear notes and context when customer information is received.
• Identify blockers preventing case progression and elevate to Analysts or Senior Analysts.
• Apply and remove account restrictions in line with non‑response triggers and investigator confirmation.
• Maintain accurate records and audit‑ready administrative documentation.
• Provide daily MI inputs such as case counts, customer response tracking, and SLA updates.
• Maintain templates, call scripts, inbox responses, and supporting documentation.
• Support the wider Economic Crime team with admin tasks linked to periodic reviews, remediation, or project work.
• Highlight minor process gaps or improvements to the senior team to support operational efficiency.

• Strong organisational skills and the ability to manage multiple tasks at pace.
• Confident communication skills, especially when speaking with customers.
• A proactive approach to problem‑solving and identifying blockers.
• Good attention to detail and a commitment to maintaining accurate records.
• A team‑focused mindset with a willingness to support colleagues and contribute to smooth daily operations.
• Experience in customer service, administration, or operational support roles is beneficial but not essential.

This role is the engine room of the Ongoing Monitoring function. By keeping communication flowing, resolving blockers, and supporting investigators, you’ll play a vital part in ensuring we deliver timely, high‑quality CDD reviews and strong customer outcomes.

We are proud to have an inclusive recruitment process, which we pride ourselves on flexing to be accessible to all. We believe that inclusive and accessible recruitment opens our doors to a broader, more diverse talent pool—bringing in candidates with varied backgrounds, experiences, and perspectives. We strive for this diversity to strengthen our decision‑making, fuel creativity, and to drive innovation across the bank.

If you are interested in joining the bank, we are committed to creating a process that meets your individual needs. We want to help you in whatever way you need to put your best, true self forward in our recruitment process, please reach out to Recruitment@unity.co.uk to discuss how we can collaborate with you on this.