SeniorAnalyst

# **Job Description** **Purpose of the role** To provide exceptional customer service while resolving more complex customer needs/requests. **Accountabilities** * Provision of customer service through various communication channels including chat, email and phone. * Execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalised resolution for each case. * Collaboration with teams across the bank to align and integrate customer care processes. * Identification of areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas. * Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations. * Resolution of specific customer inquiries and issues related to the bank’s products and service, including account balances, transactions and payments. * Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders. * Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness. **Analyst Expectations** * To meet the needs of stakeholders/ customers through specialist advice and support * Perform prescribed activities in a timely manner and to a high standard which will impact both the role itself and surrounding roles. * Likely to have responsibility for specific processes within a team * They may lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources. They supervise a team, allocate work requirements and coordinate team resources. * If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a cons