Financial Support Analyst

#R-00194364
Location
Douglas-IOM, Isle of Man
Contract
Permanent - Full Time
Brand
RBS International
Job category
Customer Service & Operations - Customer
Posted
23/11/2022
Closing date for applications: 07/12/2022

Our people work differently depending on their jobs and needs. From home working to job sharing, visit the remote and flexible working page on our website to find out more.

This role is based in the Isle of Man and as such all normal working days must be carried out in the Isle of Man.

Join us as a Financial Support Analyst

  • This is an opportunity to make a positive impact to our customers and colleagues, as you deliver successful customer and business outcomes
  • The role is varied and includes, daily review of overdrawn accounts and the management of credit risk 
  • You’ll be actively participating in initiatives to improve customer service, processes and procedures
  • You’ll hone your existing analytical skills and be well positioned to advance your career in this fast-paced role
  • To be considered for this role, you’ll need to specifically state on your CV that you have the right to live and work in Isle of Man

What you'll do

In this key role, you’ll be providing crucial support to customers and colleagues in our contact centres. You’ll be responding to and investigating queries, providing support on business processes, policies and procedures and developing an understanding of customer and business needs in order to suggest improvements and increase efficiency.

You’ll also be:

  • Identifying barriers to performance and coordinating improvements to enhance our efficiency
  • Working closely with operational centres, providing coaching and support to increase efficiency and knowledge
  • Keeping accurate records of day to day operations, logging incidents and identifying trends
  • Reviewing manual or ineffective processes which could be automated or enhanced
  • Maintaining a focus on improving our customer service and experiences
  • Supporting our customers who are experiencing financial difficulty, assessing their needs in an empathetic way and offering one of a number of pre-determined credit solutions

The skills you'll need

To be successful in this role, you’ll need to have excellent planning and organisational skills, along with good attention to detail. You’ll perform well under pressure, and be confident in your ability to manage multiple tasks while maintaining high levels of accuracy throughout.

You’ll also need:

  • Experience of analysing and using performance data
  • The ability to convey information in a simple and understandable way
  • An understanding of contact centre operations and performance metrics
  • Microsoft Office skills, including PowerPoint, Excel and Word