Senior Administrator Customer Operations

Bank of Ireland; Northern Ireland; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading banking institution in Northern Ireland seeks a team member for a role involving Customer Due Diligence and Anti Money Laundering activities. This position emphasizes collaboration and continuous improvement, aiming to enhance customer relationships and service delivery. Applicants should have a background in compliance within financial services, excellent analytical skills, and a strong focus on customer satisfaction. The role offers hybrid work conditions and supportive policies for work-life balance.

Benefits

24 days annual leave

Excellent pension contributions

Paid leave for family-related matters

Qualifications

• No minimum educational requirements for this role.
• Experience with enhanced AML risks and business account opening requirements.
• Ability to provide constructive feedback and deal with account opening requirements.

Responsibilities

• Ensure Customer Due Diligence requirements are met for non-personal customers.
• Review and interpret customer data, ensuring proactive case management.
• Support unit manager in delivering effective teamwork and process improvements.

Skills

Compliance background in financial services

Customer focus

Analytical skills

Attention to detail

Coaching and mentoring

Job description

What is the opportunity?

Our team thrives in a collaborative, progressing work environment where ideas are valued and innovation is encouraged.

Working as part of a team allowing individuals to leverage each other's strengths and achieve shared goals efficiently. Opportunity to grow knowledge of Anti Money Laundering and Financial Crime.

In this role, you will:

• Ensure Customer Due Diligence requirements are fully met and AML risks considered in relation to non personal customers for BOIUK
• Review and interpret customer data in a timely manner, ensuring proactive management of cases including daily oversight of queues, whilst delivering against pledges and promises within Service Level Agreements
• Provide assistance and support in amplifying the capability of Case Associates for the betterment of team performance and customer outcomes
• Record/update all relevant information on Bank systems with a high level of accuracy
• Support unit manager with delivering effective and collaborative teamwork, implementing process improvements, embracing new technology and services, production of management information, driving performance based approach across the unit and evidencing high levels of customer service.

What will make you stand out?

Background in a compliance role within financial services

Practical experience of enhanced AML risks and business account opening requirements in order to support account opening for customers with complex business structures in line with UK regulations within a financial services setting

Ability to analyse information and apply logical thinking to identify the key issues and points

Strong customer focus, with emphasis on delivery and collaborative approach to problem solving

Proven ability to successfully coach/mentor others and the ability to provide constructive feedback

Excellent attention to detail with emphasis on getting it right first time

Excellent communication skills and evidence of ability to deal with customers on account opening requirements

Essential Qualifications

There are no minimum educational requirements for this role.

More about the team

The new BOI UK operating model and business structure is designed to build on our niche strengths and expertise, break down silos, reduce complexity and support the delivery of our strategy across the UK.

The UK Operations business unit is a key enabler of this strategy and is responsible for all personal and business customer/account servicing, debt management, customer relationships (vulnerable customers, bereavements and complaints), operational resilience, IT and Information Security and supplier management & governance in support of all solutions/Business Units, enabling standardisation, consistent service quality and best practices sharing.

Within UK Operations, Operations NI & Partnership Distribution bring together operational retail and business expertise supporting NI & Partnership Distribution, including NI Customer Contact Centre; Branch Fulfilment Centre; Payments oversight; Belfast Cash Centre; Business Banking Operations (incorporating Business Banking Client Services NI); and service ownership of any operational services provided by BOI Group (under the Intra Group Sourcing Arrangements) to NI & Partnership Distribution

This is a hybrid role, based primarily at the Belfast office. We typically ask colleagues to spend a minimum of 8 days per month working in-person to support collaboration and connection. Specific arrangements will be confirmed by your recruiter to ensure they meet the needs of the role and team.

Why work with us?

The Bank of Ireland company culture prioritises work-life balance with an opportunity for flexible working, along with 24 days annual leave and excellent pension contributions. Family can mean different things to different people; we offer 6 months paid leave, an innovative fertility and surrogacy policy and working parent supports.

Your wellbeing is important to us; we have an employee assistance program, WebDoctor and financial wellbeing coaches available. We also encourage and support staff to pursue educational and professional qualifications to grow and enhance your career!

Key Competencies

• Take Ownership - Self
• Customer Focused - Self
• Better together - Self
• Manage Risk - Self
• Be Decisive - Self

We're on a continuous journey to build an inclusive and diverse workplace. We welcome applications from people of all backgrounds, lived experience, abilities and perspectives. We provide reasonable accommodations at every stage of our recruitment process for disabilities, neurodivergence or medical conditions. If you require an accommodation please complete this form and one of our recruitment team members will be in touch via email.Any information provided will be treated as confidential within the recruitment team and used only for the purpose of determining and providing appropriate accommodations for the application and recruitment process.