Deposit Operations Analyst

Since our launch in 2015, we’ve lent over £10bn to ambitious entrepreneurs up and down the UK. That’s led to the creation of over 40,000 new jobs and over 29,000 new homes – and we’re not about to stop there. We’re dedicated to helping trailblazing businesses thrive and our Deposit Operations Team are integral to our growth.

This is a fantastic opportunity to join a fast-paced, growing bank with a reputation for doing things differently. We don’t want another cog in the machine, we’re looking for self-starters and bold thinkers who want to pave their own career paths and are passionate about supporting the UK’s best and brightest businesspeople.

We have an exciting opportunity to join OakNorth Bank as a Deposit Operations Analyst! This is a full-time permanent position in Manchester 5 days a week, reporting to our Deposit Operations Manager. In a nutshell, the mission of a Deposit Operations Analyst is to support the origination and in-life management of OakNorth retail and business deposit products, whilst providing customer support with a friendly, timely and helpful manner.

Are you ready to step up to the challenge?

Responsibilities:

• The key responsibility of this role is to support the origination and in-life management of OakNorth retail and business deposit products.
• Completing deposit tasks to support the origination of retail and business deposit accounts; example tasks include handling inbound customer calls; making outbound customer calls; opening, processing and sending of mail; responding to emails; and actioning system tasks
• Completing deposit tasks to support the in-life management of retail and business deposit accounts; examples would include preparation of reports/statements and handling account queries
• Providing customer support with a friendly, timely and helpful manner 
• Resolving customer incidents or changes wherever possible at first point of contact, or when appropriate, escalate calls to resolve complex issues, gathering sufficient information to enable colleagues to support through to resolution 
• Focussing on delivering excellent customer service within a fast-paced environment
• Proactively developing personal product knowledge and customer support skills, including regular communication with colleagues to share information and best practice 
• Contributing to ad-hoc duties and projects as determined from time to time by members of the management team 
• Working cross functionally with all other relevant business departments by communicating valuable customer feedback and keeping them informed of customer issues and successes 
• Ensuring ongoing development of technical and customer service skills within the role
• Actively minimising the risk to the business and the customer by focussing on process controls.

Requirements:

• Experience in providing strong customer service via telephone and email
• Strong communicator both verbally and in writing 
• Excellent interpersonal skills
• Energetic and friendly
• Organisation and time management skills essential 
• Willingness to learn and develop new skills
• Resilience and the ability to work under pressure, and to pressing deadlines / SLAs 
• Previous experience within customer service role preferred but not required
• A passion for delivering a great service experience and ability to go the extra mile for our customers 
• Flexible with working hours and team shift patterns
• Open to occasional weekend work and/or evening hours when and if required
• Undergraduate degree or above preferred but not required

Benefits & Perks:

• Equity. We want people to have a stake in the business so that all our interests are aligned.
• 25 days holiday
• Personalized benefits – opt-in to what matters to you
• Subsidised Private Medical Insurance with Bupa
• Enhanced maternity and paternity leave
• Wellbeing and social events
• Support causes that matter to you – Volunteering time off
• Salary sacrifice schemes (Cycle to work, nursery, gym, electric car scheme)