The Role
Support the management of retail and business deposit products, provide customer service, and handle account queries and communications.
Summary Generated by Built In
At OakNorth, we’re on a mission to empower the UK’s most ambitious businesses. Since 2015, we’ve lent over $18 billion across the UK and US, helped create more than 58,000 new homes and 36,000 new jobs, and supported hundreds of thousands of personal savers — all while fuelling the UK economy.
We have an exciting opportunity to join OakNorth Bank as a Deposit Operations Analyst! This is a full-time, permanent, position in Manchester reporting to our Deposit Operations Manager. We’re looking for an ambitious self-starter and problem solver who is ready to contribute, grow, and build a career with us. Candidates with 1-2 years relevant experience may find this role particularly a good fit, but we welcome candidates from all backgrounds.
The mission of a Deposit Operations Analyst is to support the origination and in-life management of OakNorth savings products, whilst providing dedicated customer support. It’s a role where you’ll be given real responsibility, the chance to learn and develop, and the opportunity to shape your career path in a team that values initiative, ownership and customer delight. This is a fantastic opportunity to join a fast-paced, growing bank with a reputation for doing things differently.
Responsibilities:
- Support the origination and in-life management of OakNorth savings products
- Handle a wide range of deposit tasks to support customers with their accounts such as inbound/outbound customer calls, mail processing, email responses, and system tasks
- Deliver excellent customer service in a fast-paced environment, resolving customer incidents or changes at first point of contact, or, escalating when necessary
- Proactively develop product knowledge and customer support skills, sharing insights and best practice with colleagues/team
- Resolve complex customer account management issues, gathering sufficient information to enable colleagues to support through to resolution
- With time, and after building subject matter expertise of all processing and controls within Deposit Operations and related areas, propose process improvements
- Contribute to ad-hoc projects and collaborate cross-functionally, ensuring customer feedback is shared effectively across teams
- Maintain strong process controls to minimise risk for both the customer and the business
- Leverage AI tools to boost productivity and enhance decision-making in the role
Requirements:
- Experience in providing strong customer service via telephone and email (desired but not essential)
- A passion for delivering a great service experience and ability to go the extra mile for our customers
- Strong communication skills, both verbally and in writing, confident in handling phone calls with UK-based customers
- Positive attitude, approach, and clarity of thought
- Energetic, friendly and curious with excellent interpersonal skills
- Problem solving mindset critical
- Analytical approach to problems
- 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
- Open to occasional weekend work and/or evening hours when and if 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)
Top Skills
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The Company
What We Do
Launched in 2015, OakNorth helps the UK’s most ambitious businesses access the fast, flexible finance they need to scale, while helping savers make their money go further.
With funding ranging from £250,000 to tens of millions, we have lent billions to businesses across a whole range of sectors, performing among the top 1% of commercial banks globally.
To date, OakNorth financing has helped create tens of thousands of new jobs and affordable homes.
