Manufacturing

Belfast Customer Service

Various teams operate within the Customer Service Centre to provide support to Ulster Bank Group:

• Account Maintenance
• Compliance Monitoring
• Corporate Services
• Operational Support
• Reconciliations
• Regular Payments
• Reports and Returns

Telephony Unit

This unit provides excellent customer services and relationship management by telephone. This includes customer calls from over 80 branches, and individual customers using Anytime Banking by phone or the internet. The unit deals with a variety of balance requests, transaction requests, and service and product information queries.

Group Investigations and Fraud

This team supports our Group teams in developing and maintaining policies, procedures and standards relating to fraud prevention, detection and response. It produces and implements fraud policy, develops and revises the operational plan for fraud risk and drives the implementation of controls and procedures as well as initiatives for fraud prevention.

The team is responsible for fraud training and fraud reporting. It also plays a key role in reviewing significant changes to products, systems and processes as part of our new product approval process.

Mortgage Operations

As well as carrying out all mortgage back office administration, the team provides support for all mortgage related questions and issues to solicitors, customers and colleagues throughout the branch network. It also liaises with specialist areas such as the Securities Team, Lending Team, Wealth Management and branches to ensure that turnaround times for mortgage completions are achieved.

Payment Operations

Payment Operations support our branch and customer network. Whenever a customer uses an ATM or writes a cheque, Payment Operations has helped make it happen.

International Clearing Services

Foreign drafts and foreign remittances transacted by our branches are processed by this team.

Cash Centres

This team supports the branch network through the supply of bank notes, coin, foreign currency and ATM fit notes. It also facilitates the removal of surplus cash from branches and the acceptance of direct customer lodgements for central processing.

ATM Self Service Delivery

This unit is responsible for the installation of our self-service equipment including ATMs and Statement Printers and for the day to day operation of our ATMs.

Projects - Payment Operations & the Manufacturing

Infrastructure Development Unit

These teams are responsible for the delivery of key business projects for Payment Operations and business process improvement projects across the whole of Manufacturing.

Group Purchasing

The main role of this team is to provide our businesses units with the support, guidance and advice needed in all Purchasing and related matters. The team achieves this by using effective purchasing policies and strategies, which enable us to buy high quality goods and services at lower overall costs.