Customer Service & Operations Credit Analyst B5

Join us as a Customer Service Operations Credit Analyst. Well look to you to deliver customer and business outcomes, investigating queries, supporting business processes, policies, and procedures, and understanding customer and business needs. Specialising in Credit Operations, youll respond to queries from customers and stakeholders promptly within agreed timelines. This is a chance to build on your credit skills and experience in an engaging and fast-paced environment. Were offering this role at senior analyst level.

As a Customer Service Operations Credit Analyst, youll deliver successful customer and business outcomes by processing, authorising, and investigating all transactions to defined key performance indicators and service level agreements. In doing so, youll identify opportunities to enhance processes and enable the provision of a superior customer and business experience. Youll also deliver post-follow-up credit analysis through standardised financial spreading, covenant monitoring, and efficient portfolio support, ensuring strong KPI/SLA adherence and continuous improvement.

In addition, youll:

• Review documentation including loan applications, disclosures, and credit evaluations
• Authorise and investigate all credit operations transactions
• Collect and analyse the required information from the customers and businesses
• Review credit operations processes which could be automated or enhanced to improve the customer and business experience

• Support post-follow-up credit analysis through standardised financial spreading, robust covenant monitoring, and disciplined portfolio support with strong KPI/SLA adherence

• Enhance efficiency and scalability through high-volume delivery, effective stakeholder management with the Credit Stewardship Team, and automation-led continuous improvement

The skills you'll need

To succeed in this role, youll need to have the ability to understand and listen to our customers, develop relationships, and maintain an understanding of their needs. Youll also have the ability to adapt to fast-paced environments and youll have effective organisation skills to deliver to deadlines.

Youll also need:

• An MBA in Finance, ACCA, CMA, FRM, M Com, ICWA, or a relevant banking professional qualification such as JAIIB or CAIIB
• A minimum of two years experience in financial spreading, ratio analysis, or working with financial statements; back-office, RMPS, or Spread Smart experience is preferred
• An in-depth understanding of financial statements, accounting standards, and ratio analysis
• Customer service abilities along with customer and industry knowledge
• An awareness of changes in trends, policies, and regulations
• An understanding of our industry and its customers
• Experience of managing stakeholder relationships

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