customer services and operations analyst Review
at NatWest Group
Level 3 Apprenticeship
Finance
Edinburgh
Review Submitted: April 2022
Overall Rating
4.3 /5
The Overall Rating is the average of all the ratings given in each category. We take those individual ratings and combine them into one final score!
4/5
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Overview of Role
4/5
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Skills Development
4.2/5
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Structure and Support
Overview of Role
Please give an overview of your role and what this involves on a day-to-day basis:
4/5
I work in the debit card fraud profiling team. my job is to take calls from card holders whom we have contacted to query transactions that either potentially match a current fraud trend or are out with their normal spending habits. this also included providing redress as appropriate where there has been fraud on the account as well as providing guidance to protect the customer going forward
To what extent do you enjoy your programme?
4/5
due to my love of acquiring knowledge, this program has given me access to the opportunity to delve into an aspect of financial services that I had not previously explored in my previous roles. whilst I have had exposure to fraud related work and even worked with the fraud team (at Scottish Equitable) it was not frequent.
Skills Development
Have you learnt any new skills or developed existing skills?
4/5
In terms of existing skills my telephony skills in relation to call control have improved and the feedback I have received has been positive so far. My knowledge relating to how detect fraud has also improved greatly particularly with regards to auditory cues and the techniques used by fraudsters in their attempts to bypass our security checks.
Structure and Support
How well organised/structured is your programme?
4/5
the details of the course are laid out in full with clarifications being available every step of the way as well as people we can contact for more information and for help if needed. the structure that is being used for the course is laid out in a way that makes logical sense
How much support do you receive from your employer?
5/5
I feel that in my case i am especially lucky in that my direct manager is both particularly keen and flexible when it comes to the growth and development of her staff. likewise the bank have also been practical in accommodating and balancing out the requirements for the course and for the job as well
How much support do you receive from your training provider when working towards your qualifications?
4/5
the details of the course are laid out in full with clarifications being available every step of the way as well as people we can contact for more information and for help if needed. the structure that is being used for the course is laid out in a way that makes logical sense
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
4/5
the way that this qualification helps me with performance in my role is that it provides me with both a road map for where I am going for the next year or so but also in that it gives me a defined end goal to focus on along with new opportunities afterwords
Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)
4/5
In terms of professional networking I have already have contacts in other areas of fraud who are willing to assist me in my continued development within this role but also with regards to future roles. there are numerous groups I could become involved in where there time to do so.
Recommendations & Advice
Would you recommend NatWest Group to a friend?
Yes
Why?
Natwests approach to its employees is proving to be considerably more humane than either Atos or Scottish Equitable were. This is particularly with regards to health issues were my previous employers only focus was the working time lost to them. where as Natwests focus is the wellfare of staff and providing support
What tips or advice would you give to others applying to NatWest Group?
firstly have a vision of what you want to achieve and how you want to grow. also be ambitious. hard work and determination will take you a long way when you know were you want to go. don't be afraid to ask questions about how the role fits in with the rest of the bank
