At OakNorth, we're on a mission to empower ambitious businesses and the communities they serve. Since 2015, we've lent over $21 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 driving economic growth in the markets we serve.
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
- We’re looking for an ambitious self-starter and problem solver who is ready to contribute, grow, and build a career with us.
- In this role you will 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
- Candidates with 1-2 years relevant experience may find this role particularly a good fit, but we welcome candidates from all backgrounds. We're looking for:
- 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.
- Organisation and time management skills essential.
- Willingness to learn and develop new skills.
- Resilience and the ability to work under pressure.
- Open to occasional evening hours when and if required.
Benefits & Perks
- 25 days holidays
- Personalised 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 through volunteering time off
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