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Step into the role of Senior Advisor at Barclays, where you'll play a pivotal role in shaping the future. In this pivotal role you will 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. You will focus on supporting and delivering exceptional customer support by resolving complex queries across multiple communication channels while ensuring compliance with regulatory and operational standards. The role requires strong communication, sound judgement, and the ability to collaborate with internal stakeholders to provide a seamless customer experience within Barclays.
Job Responsibility
Manage customer interactions across phone, e-mail, and digital channels, delivering timely and accurate resolutions for complex surveys requests
Investigate customers enquiries related to banking products, account servicing, transactions, payments, and KYC requirements while ensuring adherence to internal policies
Collaborate with cross-functional teams to resolve customers issues, identify process improvement opportunities, and enhance service delivery
Maintain accurate records of customer interactions and ensure all activities comply with regulatory, risk, and operational control requirements
Build strong relationships with customers and internal stakeholders while handling sensitive situations with professionalism, empathy, and accountability
Management of customer requests and enquiries through various communication channels including chat, email and phone
Provision of detail orientated and time efficient information to customers regarding their accounts, products, and services
Management of customer complaints and issues and escalating complex issues to senior customer care representatives when required to provide a resolution
Participation in training and development initiatives to improve customer skills, knowledge and services
Identification of industry trends and developments to implement best practice in customer care
Management and maintenance of customer records and documentation to ensure compliance and accuracy
Requirements
Manage customer interactions across phone, e-mail, and digital channels, delivering timely and accurate resolutions for complex surveys requests
Investigate customers enquiries related to banking products, account servicing, transactions, payments, and KYC requirements while ensuring adherence to internal policies
Collaborate with cross-functional teams to resolve customers issues, identify process improvement opportunities, and enhance service delivery
Maintain accurate records of customer interactions and ensure all activities comply with regulatory, risk, and operational control requirements
Build strong relationships with customers and internal stakeholders while handling sensitive situations with professionalism, empathy, and accountability
Experience in pure voice-based customer service role, demonstrating strong verbal communication, active listening, empathy, call handling, and the ability to resolve customer queries efficiently while maintaining high service standards
Experience in telephony or contact centre operations within the banking or financial service industry
Good understanding of banking products, customer servicing processes, and KYC requirements
Excellent problem solving, analytical thinking, and decision-making abilities with strong attention to detail
Nice to have
Experience in pure voice-based customer service role, demonstrating strong verbal communication, active listening, empathy, call handling, and the ability to resolve customer queries efficiently while maintaining high service standards
Experience in telephony or contact centre operations within the banking or financial service industry
Good understanding of banking products, customer servicing processes, and KYC requirements
Excellent problem solving, analytical thinking, and decision-making abilities with strong attention to detail