Customer Engagement Analyst

2 weeks ago

Birmingham, Birmingham, United Kingdom Lloyds Banking Group Full time

Description

JOB TITLE : Customer Engagement Analyst
SALARY: £26,990
LOCATION: Birmingham X and Y Foundry Building 6 Brindley Place
HOURS: Full-time
WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites.

About this Opportunity
Economic Crime Prevention (ECP) provides a high quality, large scale, shared service for customer owning business units in Lloyds Banking Group and third parties, where the purpose is to continue to keep the bank and our customers safe from the impacts of financial crime.

As a Customer Engagement Analyst, you'll work within the newly formed 3is (Integrated Intelligence and Investigation Team) where you will be acting as a subject matter expert for all On-Going Know Your Customer (OKYC) Consumer Relationship Customers. You'll be responsible for conducting due diligence on customers in line with regulatory standards and commitments to the FCA. Acting as a subject matter expert, you'll need to keep abreast of industry developments and initiatives, sharing information across appropriate teams within ECP.

We're looking for individuals who can engage with our customers effectively. Don't worry if you don't have any financial services or financial crime experience as we'll give you all the training, you'll need with our extensive 6-week programme. During this time, you'll be supported through classroom-based training, buddying with expert colleagues, call observation, case studies and as your confidence grows, you'll be taking live calls. At the end of the programme, you'll be accredited and able to:


• Undertake OKYC for Consumer Bank customers and be responsible for explaining and supporting with due diligence requirements to both internal and external clients.

• Work collaboratively with your team to provide a crucial service to the other 3is Teams.

• Putt yourself in the customers' shoes, showing empathy and be dedicated to helping them answer your questions.

• Have an eye for investigating and being able to ask follow up questions that will support gaining a full understanding of a customer's account activity.

• Be able to identify and support customers with vulnerability and tailoring any communications accordingly.

• Work with the wider team to support continuous improvement and help 3is grow with purpose.

• Carry out a range of prescribed customer service activities and handles non-standard or more complex customer cases and enquiries using existing procedures. (where relevant).

Why Lloyds Banking Group?

Join us and, as well as making a difference to customers, you'll enjoy a fulfilling career where you're free to be yourself. Great colleagues, transforming workspaces, hybrid working and a wide variety of career opportunities –you'll find them all here.

What you'll need

• Effective communication skills.

• An ability to deliver collaboratively.

• Does the right thing through experienced decision making.

• A customer focus approach.

• A desire to strive improvement and self-development.

• Proven planning and organisation skills

And any experience of these would be really useful.

• Telephony experience

• Knowledge of Financial Crime

About working for us
Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.

We want our people to feel that they belong and can be their best, regardless of background, identity or culture.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative.

And it's why we especially welcome applications from under-represented groups.

We're disability confident. So, if you'd like reasonable adjustments to be made to our recruitment processes, just let us know.

We also offer a wide-ranging benefits package, which includes:

A generous pension contribution of up to 15%. An annual bonus award, subject to Group performance. Share schemes including free shares. Benefits you can adapt to your lifestyle, such as discounted shopping. 24 days' holiday, with bank holidays on top. A range of wellbeing initiatives and generous parental leave policies.

Ready for a career where you can have a positive impact as you learn, grow and thrive?

Apply today and find out more.

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we're building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.

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