Specialist Customer Care

About the Role

Embark on a transformative journey as Specialist Customer Care at Barclays, where you will play a pivotal role to manage operations within a business area and maintain processes with risk management initiatives. You will take ownership of your work and provide first-class support to our clients with expertise and care.

Purpose of the Role

To provide exceptional customer service while resolving more complex customer needs/requests. Focused on building a relationship with our customers that allows us to add value to our customer interactions.

Key Responsibilities

• Provision of customer service through various communication channels including chat, email, and phone.
• Execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalized resolution for each case.
• Collaboration with teams across the bank to align and integrate customer care processes.
• Identification of areas for improvement to provide recommendations for change in customer care processes and provide 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 specific customer inquiries and issues related to the bank's products and service, 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

• Meet the needs of stakeholders/ customers through specialist advice and support.
• Perform prescribed activities in a timely manner and to a high standard which will impact both the role itself and surrounding roles.
• May have responsibility for specific processes within a team.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L - Listen and be authentic, E - Energise and inspire, A - Align across the enterprise, D - Develop others.
• OR for an individual contributor:
• Manage own workload, take responsibility for the implementation of systems and processes within own work area and participate on projects broader than direct team.
• Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of closely related teams.
• Check work of colleagues within 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 the work you own or contribute to.
• Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how all teams in area contribute to the objectives of the broader sub-function, delivering impact on the work of collaborating teams.
• Continually develop awareness of the underlying principles and concepts on which the work within the area of responsibility is based, building upon administrative / operational expertise.
• Make judgments based on practise and previous experience.
• Assess the validity and applicability of previous or similar experiences and evaluate options under circumstances that are 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 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.
• You 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