Process Advisor

2 weeks ago

Delhi, India Barclays Full time

Job Title: - Process Advisor
Location: Noida

About Barclays
Barclays is a British universal bank. We are diversified by business, by different types of customers and clients, and by geography. Our businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by our service company which provides technology, operations and functional services across the Group.

Risk and Control Objective
Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards.

Working Flexibly
We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers’ and clients’ needs. Whether you have family commitments or you’re a carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life.

Hybrid Working

Please discuss the detail of the working pattern options for the role with the hiring manager.

Introduction:
An Account Manager is the company’s primary interface with customers in arrears. The role includes receiving inbound and outbound calls and solving and/or educating customers on specific account information, concerns and inquiries to make it as easy and as possible to do business with and resolve their delinquency. Please note that this is a mandatory work in office profile; colleague needs to be mandatorily residing in Delhi NCR (Delhi, Noida, Faridabad, Ghaziabad) for the fulfilment of duty.

What will you be doing?
- Receive inbound and outbound phone calls from customers and service their needs effectively and efficiently.
- Account Managers are also required to Support customers by offering payment options, taking payments, solving problems, and providing excellent service.

Other duties include:

- Listen actively and establish rapport
- Quickly understand and analyse customer needs, listen and actively
- Ability to determine appropriate, affordable solutions for customers regarding their personal financial situation.
- Display high sense of empathy and understanding concerning customers’ personal situations.
- Strong analytical skills and the ability to communicate customer account data.
- Ability to work in a detail oriented environment and report errors to appropriate levels of leadership.
- Take ownership of any follow-up work necessary to service customer and ensure excellent service.
- Adhere to compliance regulations.
- Learn and understand the Consumer Loan product and its services.
- Consistently meet performance standards set by the Operations Lead.
- Ability to multi-task and navigate computer software while communicating by phone.
- Displays adequate line of judgement in making decisions appropriate for customer within policy.
- Requires thorough knowledge of all program set-up attributes.
- Engage with leadership regarding accounts that need escalation.
- Speak knowledgably about products and services
- Adhere to compliance regulations and security policies
- Consistently meet performance standards set by department
- Complete additional projects and tasks as assigned
- Contribute ideas and recommendations for improvements to the department and company
- Can exercise some judgment in carrying out outine assignments with guidelines

What we’re looking for:

- Familiar with Operating Systems (Windows 98/95/2000/NT)
- MS Office Application Suite (Preferably Word, Excel & PowerPoint)
- Excellent verbal and written communication skills

Skills that will help you in the role:

- Experience in customer service environment
- Excellent track record during past work experience.

Where will you be working?

Noida

Be More at Barclays
Interested and want to know more about Barclays? Visit home.barclays/who-we-are/ for more details.

Purpose, Values and Mindset

We deploy finance responsibly to support people and businesses, acting with empathy and integrity, championing innovation and sustainability, for the common good and the long term.
Our values underpin everything we do: Respect, Integrity, Service, Excellence and Stewardship.

Respect
We harness the power of diversity and inclusion in our business, trust those we work with, and value everyone's contribution.

Integrity
We operate with honesty, transparency and fairness in all we do.

Service
We act with empathy and humility, putting the people and businesses we serve at the centre of what we do.

Excellence
We champion innovation, and use our energy, expertise and resour

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