Analyst-Voice

About the role

The role is responsible for delivering exceptional customer service, resolving complex queries, managing written and verbal interactions within agreed service levels, ensuring compliance with banking regulations, and supporting customers across a range of business and commercial banking products and services.

What you'll do

• Customer Service & Relationship Management
• Handle inbound and outbound voice interactions, live chats, and customer enquiries received through shared inboxes/email for Business Banking customers
• Provide accurate information regarding banking products, services, accounts, payments, and transactions across all supported channels
• Manage multiple live chat conversations where applicable, while maintaining accuracy, professionalism, data security, and response quality
• Review, prioritise, action, and respond to inbox/email cases within agreed service levels, including appropriate case categorisation, documentation, and escalation

What you need

• 3–6 years in customer support & success
• CRM
• Customer service
• Chat support
• Customer handling
• Communication
• Treasury
• Any graduate

Good to have

• Escalation handling

What you get