L1 Complaints Handler

5 months ago

Delhi Delhi, India Barclays Full time

Job Title: L1 Complaints Handler
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

The role holder will be part of L1 Complaints team within Ops & implementation function and responsible for providing exception service and solution to merchants and commercial card holders related to their dissatisfaction for account related queries. The role holder will work closely with Servicing and back office functions to support customers. Main responsibilities will be:

- Handling merchant and commercial card holder queries and providing world class client service.
- Contact clients and ensure that we have captured customer instructions accurately, demonstrating ownership of all client queries and in accordance with internal procedures
- The role holder will accurately identify all clients, adhering to policy and Customer Due Diligence regulations
- They will be expected to own and manage service recovery activities, adhering to the complaints and escalation procedures and maintaining accuracy and quality levels at all times, in order to facilitate client satisfaction

What will you be doing?
- Provide excellent customer service & responses on behalf of Barclays to create excellent customer satisfaction
- Accountable for own performance, to best contribute to team deliverables. Proactively identify learning opportunities to ensure continuous improvement.
- Ensure that the quality of tasks performed by yourself and others you closely work with are maintained to a high and consistent standard, to ensure that solutions are offered to our customers are accurate and delivered in a timely manner
- Adopt a values-based approach when dealing with customers
- Ensure that all activities and duties are carried out in full compliance with regulatory requirements whilst adhering to relevant Policies & Standards - outlined in the Code of Conduct and mandatory training
- Correct use of internal systems to ensure that a customer’s records are accurately maintained and are up to date
- Complete customer requests collaborating with colleagues across Customer Care and the Barclays Group to complete tasks in line with agreed expectations and timescales. Understand one another's roles and responsibilities to support and find the best customer outcome.
- Strong communication skills, across all channels, a wide range of customers and adapt communication approach and style based on diversity customer needs and situation.
- Proactively provide advice, coaching and support to less experienced colleagues to embed practice and perform quality assurance for the service performed by frontline teams

What we’re looking for:

- Strong communication skills, across all channels (Written, Spoken)
- Need to have an in-depth understanding of different Issuing and Acquiring functions
- Graduate/Post-Graduate in any discipline
- Flexibility in hours of work and ability to work changing shifts patterns
- Should not be on active CAP/DAP
- Last rating PD rating should be Strong & above

Skills that will help you in the role:

- Prior experience in Operations & Team Handling
- Any expertise of handling Voice & Non-voice teams in Merchant operations
- Knowledge around, Fraud, Merchant Support Terminals, Authorisation, Chargebacks and On-boarding will have added benefit
- Awareness of industry recognised process automation tool sets / capabilities

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 actio

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