Specialist Customer Care

Barclays

Key Responsibilities

• Provide exceptional customer service.
• Resolve complex customer needs/requests.
• Build relationships with customers to add value to interactions.
• Provide customer service through chat, email, and phone.
• Execute customer service requirements to resolve complex, specific customer needs, providing personalized resolutions.
• Collaborate with teams across the bank to align and integrate customer care processes.
• Identify areas for improvement and provide recommendations for change in customer care processes.
• Provide feedback and coaching for colleagues on highlighted areas.
• Develop and implement customer care procedures and controls to mitigate risks and maintain efficient operations.
• Resolve specific customer inquiries and issues related to the bank's products and services, including account balances, transactions, and payments.
• Develop and execute reports and presentations on customer care performance.
• Communicate findings to internal senior stakeholders.
• Identify industry trends and developments to implement best practices to improve customer care efficiency and effectiveness.
• Manage operations within a business area and maintain processes with risk management initiatives.
• Take ownership of work and provide first-class support to clients with expertise and care.

Analyst Expectations

• Meet stakeholder/customer needs through specialist advice and support.
• Perform prescribed activities in a timely manner and to a high standard.
• May have responsibility for specific processes within a team.
• If applicable, may lead and supervise a team, guiding and supporting professional development, allocating work requirements, and coordinating team resources.
• If applicable, demonstrate LEAD behaviors: L - Listen and be authentic, E - Energise and inspire, A - Align across the enterprise, D - Develop others.
• Manage own workload.
• Take responsibility for the implementation of systems and processes within own work area.
• Participate in projects broader than direct team.
• Execute work requirements as identified in processes and procedures.
• Collaborate with and impact the work of closely related teams.
• Check work of colleagues within the team to meet internal and stakeholder requirements.
• Provide specialist advice and support pertaining to own work area.
• Take ownership for managing risk and strengthening controls in relation to own work or contributions.
• Deliver work and areas of responsibility in line with relevant rules, regulations, and codes of conduct.
• Maintain and continually build an understanding of how all teams in the area contribute to the objectives of the broader sub-function.
• Continually develop awareness of the underlying principles and concepts on which work within the area of responsibility is based.
• Make judgments based on practice and previous experience.
• Assess the validity and applicability of previous or similar experiences.
• Evaluate options under circumstances not covered by procedures.
• Communicate sensitive or difficult information to customers in areas related specifically to customer advice or day-to-day administrative requirements.
• Build relationships with stakeholders/customers to identify and address their needs.

Requirements & Tech Stack

• Excellent communication skills.
• Problem-solving mindset.
• Strong commitment to resolving complaints in a professional and timely manner.
• Proven experience in a Customer service role in voice process.
• Conflict resolution skills.
• Ability to handle difficult or emotional conversations.
• Experience in analyzing workflows, optimizing procedures, and delivering high-quality service.
• May be assessed on key essential skills relevant to succeed 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.

Location

• Noida/ Gurugram