Specialist Customer Care Support

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.