Job Description

Purpose of the role

To support the Specialist Customer Care team by providing exceptional customer service while resolving more complex customer needs/requests. 

Accountabilities

• Support the provision of customer service through various communication channels including chat, email and phone.
• Support the execution of customer service requirements to resolve more complex customer needs, requests and enquires.
• Collaboration with teams across the bank to align and integrate customer care processes.
• Identification of areas for improvement and providing recommendations for change in customer care processes, by providing feedback and coaching for colleagues on these highlighted areas.
• Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
• Resolution of customer inquiries and issues related to the bank’s products and services, including account balances, transactions and payments.
• Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders.
• Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness .

Analyst Expectations

• To meet the needs of stakeholders/ customers through operational excellence and customer service
• Perform prescribed activities in a timely manner and to a high standard
• No people leadership roles at this grade.
• Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of team members.
• Identify escalation of policy breaches as required.
• Take responsibility for customer service and operational execution tasks.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Gain and maintain an understanding of own role, how the team integrates to achieve overall objectives, alongside knowledge of the work of other teams within the function.
• Work within well-defined procedures that may involve a variety of work routines.
• Demonstrate an understanding of the procedures.
• Evaluate and select the appropriate alternatives from defined options.
• Make judgements based on the analysis of factual information.
• Build relationships with stakeholders and customers to identify and address their needs, in support of a smooth operating process, handling sensitive issues as required.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.

Join us as Specialist Customer Care Support , where you will work in a team environment for various transaction based on processing of instructions within agreed timelines by combining analysis and judgment with speed & accuracy to consistently provide a high-level customer service.

To be successful as Specialist Customer Care Support , you should have experience with:

• Experience of working in BPO/KPO

• Knowledge in KYC/ AML will be an added advantage

• Flexibility in hours of work and ability to work changing shifts patterns

• Effective communication, including questioning skills

• Ability to work independently or as part of a team

• Achieving high standards and delivering results with accuracy and attention to detail

• MS Office Applications (preferably, Excel, word & PowerPoint)

• Ability to comprehend given set of instructions by combining analysis and judgement and apply the same for day to day transaction processing

• Risk awareness

• Excellent analytical skills and an ability to solve issues

Desirable skills/Preferred Qualifications:

• Familiarity with procedures, policies, products and services of a financial organisation

• Knowledge of related risk and audits

• Ability to work within deadlines/customer demand

You may be assessed on key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills.

This role will be based out of Noida.