Job description

Step into the role of Specialist Customer Care Support at Barclays, where you will play a pivotal role to manage operations within a business area and maintain processes, risk management initiatives and compliance with relevant regulators
You will take ownership of your work, ensuring it aligns with the relevant rules & regulations, and codes of conduct
To be successful as a Specialist Customer Care Support at Barclays, you should have below critical skills:-
Experience: 2+ years in Quality Assurance/Control within KYC, AML, or FinCrime Operations in BFSI
Ability to identify errors, inconsistencies, and process gaps
Strong problem-solving skills to assess risk factors and remediation effectiveness
Excellent verbal and written communication skills to provide clear feedback and guidance
Preferred experience KYC/AML tools, case management systems, and regulatory reporting tools
Stakeholder Management: Ability to work with cross-functional teams, auditors, and compliance professionals
Ability to work in a fast-paced, deadline-driven environment
Risk and control framework awareness
Flexibility in working hours
This opportunity is exclusively for persons with disability as part of our commitment to fostering an inclusive workplace
You may be assessed on key essential skills relevant for success in role, such as risk and controls, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills
This role is based out of Pune
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 banks 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 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
Likely to have responsibility for specific processes within a team
They may lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources
They supervise a team, allocate work requirements and coordinate team resources
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, they 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 judgements 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
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

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