Customer Operations Analyst

Job Description

The opportunity

We are seeking an analytical, proactive individual with exceptional attention to detail and a continuous improvement mindset to fill the role of Customer Operations Analyst in our dynamic fintech environment. This hybrid role will report to the Customer Operations Lead, fostering collaboration between customer-centric and transaction-focused teams.

What you’ll be doing

• Ensuring seamless end-to-end operational experiences for customers, managing day-to-day queries and transaction execution.
• Collaborating with internal teams such as, Compliance, Financial Crime Operations, and Sales to optimise processes and ensure compliance with regulatory requirements.
• Identifying gaps or inefficiencies in processes related to both customer operations and transaction execution and driving initiatives for improvement.
• Handling customer interactions, including complaints, with a focus on prompt resolution and exceptional service delivery.
• Managing the safeguarding controls for client money protections, ensuring compliance with regulatory responsibilities.
• Developing and maintaining robust process documentation, including escalation procedures, to support efficient operations and mitigate risks.
• Building strong relationships with internal and external stakeholders, including technology providers, to leverage tools and solutions for process automation and scalability.

What we're looking for in you

• Passion for delivering outstanding customer experiences and user-centric solutions.
• Previous experience in both customer operations and transaction processing within the legal and/or payments industry.
• Strong communication skills and the ability to collaborate effectively in a fast paced, collaborative environment.
• Proven track record of driving process improvements and transforming operations through automation and efficiency enhancements.
• High attention to detail and a meticulous approach to ensuring accuracy and compliance.
• Enthusiasm for working in a highly controlled and regulated environment, with a focus on continuous learning and skill development.
• Interest in banking/finance, technology, and process optimisation.

Our promise

Shieldpay is an equal opportunities employer. For Shieldpay building a fair and transparent workforce begins with the recruitment process that does not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.