Customer Service & Operations Analyst, Loans Agency

Manchester, England, United Kingdom

7/30/2025

Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive.

This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.

Job Description

Join us as a Customer Service & Operations Analyst in Loans Agency

• This is an opportunity to unlock your potential and bring a purpose-led focus to your work
• You’ll gain unique experience and a breadth and depth of knowledge that will open doors to further career opportunities
• It’s an exciting time to join us as we accelerate our own ambitions for long-term sustainable growth, championing the potential of our customers and delivering market-leading results for our shareholders
• Our team operates within a hybrid working model, which means you’ll work from home some of the time, but you’ll also spend time working from our Manchester office on a weekly basis to collaborate with your colleagues
  
  
  

What you'll do

As part of our Agency & Lending Portfolio team, you’ll be supporting our front office colleagues to provide exceptional customer service to a portfolio of customers with complex loans.

You’ll be busy completing various administrative processes for each of the individual deals in your portfolio, working quickly and accurately and using your sound judgment to deliver the most appropriate outcomes for your customers and the bank.

Day to day, you’ll be:

• Providing your technical expertise to manage a multi-million pound deal for all structured finance portfolios, such as project and export finance, leveraged finance, real estate finance and corporate
• Upholding our bank's position in managing a portfolio of complex loans, including handling the risk in processing these transactions and mitigating any financial losses
• Delivering continuous improvement plans, while working with internal stakeholders to simplify processes, eliminate reworks, deliver a right first time output and reduce complaints
• Taking responsibility for our operational end-to-end processes, including managing queries and the funding of loan drawings through the lenders to the borrower, collection and allocation of interest and fees and reconciling accounts
• Maintaining relationships with key business stakeholders across our bank and with external parties and other financial institutions, while sharing the best practices and insights and your knowledge
  
  
  

The skills you'll need

We want you to thrive in this role, so you'll need to be a team player with great communication skills, a collaborative approach and an affinity for building relationships with your colleagues and stakeholders.

Alongside this, it'll be advantageous to have experience of the standards of the loan market association and legal loan documentation.

You’ll also need:

• Knowledge of client onboarding, including KYC
• Excellent collaboration and stakeholder engagement skills
• The ability to make risk-based decisions to deliver the most appropriate outcomes for both our customers and our bank