Operations Officer

Overview

The role of the Operations Officer is based at the Customer Contact Centre (CCC) of HBL Bank UK, which functions from 7am to 7pm with possibilities for extended hours. This position requires staff to operate in shifts from the office, ensuring comprehensive coverage.

Key Responsibilities

• Respond effectively to customer and internal inquiries related to bank accounts, debit cards, payments, and digital banking services.
• Manage customer service functions including call handling, email responses, and dispatch of documentation such as duplicate statements, cheque books, and Giro books after completing necessary KYC checks.
• Support financial operations including clearing, collection, payments, BACS, and DWP activities.
• Log and resolve customer complaints through the complaints management system, maintaining strict adherence to deadlines and ensuring compliance is informed.
• Participate in debit card projects involving user acceptance testing, transaction reconciliation, report preparation for VISA, card issuance, and fraud dispute resolution.
• Engage in the development and testing of the eRemit program, handling customer feedback, resetting passwords, processing refunds, and reconciling accounts.
• Input and process customer payments and BACS transactions, including updating daily foreign exchange rates in the banking system.
• Assist with digital banking upgrades, user testing, setting up individual and corporate accounts, resetting passwords, and supporting statement printing and payment processing.
• Manage eStatement and eSwift processes including password management and application processing.
• Validate customer payment instructions through callback procedures using recorded lines, verifying identity and instructions prior to transaction processing.

Required Qualifications

• A minimum of a Bachelor’s degree or its equivalent is required.

Values and Behaviours

• Uphold integrity through ethical and fair conduct.
• Focus on delivering exceptional customer experiences.
• Respect and empower colleagues and customers alike.
• Innovate and challenge existing processes to promote progressiveness.
• Strive for excellence by being your best.