Customer Care Support

6 months ago

Delhi Delhi, India Barclays Full time

Job Title : Customer Care Support
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
Take ownership for managing risk and strengthening controls in relation to the work you do

Working Flexibly

Hybrid Working

Structured hybrid role:
Introduction:

- Role for a Team Support Specialist / Subject Matter Expert /Floor Walker
- To support and manage under the supervision of a Team Manager - a large and diverse team of customer facing Personal Bankers working towards pre-defined targets.
- Support and manage day-to-day activities of the team under the supervision of a Team Manager, ensuring compliance to procedures and policy guidelines, encourage and motivate advisors, develop agent skill sets and manage personal development goals for the agents.
- Handle Escalation chats and Customer complaints / Supervisor chats
- Assist the Team Manager in the maintenance of Service Level Agreements and Key Performance Indicators through effective team leadership.

What will you be doing?
- Ensure daily Schedule Adherence / conformance delivery.
- Answer queries raised by the Client & Personal Bankers related to the process.
- Take escalated chats and return chats when a message is taken. Perform regular Quality checks for the Team.
- Monitor performance for all Personal Bankers on a monthly basis. Convey feedback received from Quality to all Personal Bankers
- Weekly Update on performance levels and address administrative issues arising out of day-to-day working.
- Keep the TM regularly updated of any developments relating to the performance of the team, updates received and queries from Clients.
- Ensure each Personal Bankers is informed on product updates for the process.
- Conduct regular briefings for the team to discuss performance, Organizational policies, and process updates.
- Ensure strict adherence to compliance. Conduct Quality Audits for the Team on a regular basis
- Plan and impart necessary process
- related training to the Advisors, where necessary. Ensure that Clients are aware of any issue and concerns.
- Prepare reports (adhoc / BAU) periodically to be sent to the client, identify process gaps and collaborate with the Client to formulate solutions.
- Need-based escalation of decisions and ensure proper follow-up of the same

What we’re looking for:

- Graduate/ Postgraduate in any stream
- Excellent track record during past work experience
- Completed 12 months in their current role and presently at a BA2 or BA3 Grade
- Last - year PD rating of Strong or above
- Should not be on active CAP/DAP
- Flexibility in hours of work and ability to work changing shifts patterns.
- Ability to learn and adapt to frequent changes.
- Ability to understand and impart any procedural changes to front line colleagues.
- Customer Obsessed

Skills that will help you in the role:

- Prior experience in Customer Service Environment of 2-3 years, working with teams.
- Working knowledge of banking processes
- Ability to communicate effectively

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 resources to make a positive difference.
Stewardship
We prize sustainability, and are passionate about leaving things better than we found them.
Our Mindset shapes how we take action, living by our Values, driven by our Purpose, always with our customers and clients at the heart of what we do; our Mindset is to Empower, Challenge and Drive.
Empower
Trust and support each other to deliver. Make decisions with those closest to the topic. Include diverse perspectives. Celebrate success and learn from failure.
Challenge
Question whether things can be done better. Use insights based on data to inform decisions. Be curious about how we can adapt and improve. Speak up and be open to alternative viewpoints.
Drive
Focus on outcomes. Deliver w

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