Client Service Executive

Overall purpose of role

The role holder will be part of the Client Services Team and responsible for providing specialist transactional banking support and expert service to Barclays Bank Monaco clients. The role holder will work closely with Private Bankers, Private Bank Executives and Operations to support clients. Main responsibilities will be:

- Handling client queries and providing world class client service.
- Contacting clients to ensure their requests are accurately captured and performing associated control administration activity.
- Processing certain client notifications.

The role holder will ensure the client receives the highest possible standard of service.

The role holder will have a flexible approach to working hours, being available to work to a rotational shift pattern between the hours of 8:30 am and 6:30 pm Monday to Friday.

Core accountabilities

**Delivering World Class Client Experience**
- They will contact clients and ensure that we have captured client 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 the first point of contact for clients who enquire about a payment transaction or static data change notification, demonstrating ownership of all client queries and ensuring proper escalations are taking place.
- 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.
- They will receive and action multi channel, multi currency requests and will be pro-active in achieving set personal and departmental targets.
- They will also participate in other activities of the Client Service Team, such as issuing independent notifications or communications, and handling online banking related queries.
- They will be expected to support the activity of mass mailing within the Client Services team with the data treatment, proofreading and remediation tasks.

**Governance, Risk and Controls**

The role holder will be responsible for ensuring all their client interactions adhere to internal and external policy, procedure and legislation. All mandatory training will be completed and kept up to date and they will ensure any changes in policy, procedure and legislation are appropriately included in their day to day activity. Due to the nature of the clients in this segment and the value of their interactions, this will be a particularly important accountability.

**Personal Development**

The role holder will demonstrate ownership and pro-active contribution in coaching sessions with their line manager. They will work with their manager to agree a personal development plan to ensure continuous improvement in performance and participate in an ongoing training programme to meet business requirements.

Key clients (internal and external)

The role holder’s key internal clients will be Private Bankers and Private Bank Executives. Their external clients will be Barclays Bank Monaco clients.

Role requirements

**Academic and Professional Qualifications**

**Language and Communication Skills**

The role holder will have:

- Excellent commands of English, French and Russian.
- Previous bank experience is a plus, general knowledge of due diligence and compliance.
- Strong written and verbal communication skills, in order to deliver against our commitment to providing a world class service and drive our dedication to the client experience. The communication demands of the role are high and the role holder may be communicating in English with clients for whom English is not their first language.
- High levels of visual and aural concentration will be required when locating and interpreting screen based information, whilst continuing a dialogue with the client.

**Personal Attributes**
- an external and internal client focus;
- an excellent understanding of day-to-day client needs, across a diverse range of delivery channels;
- an understanding of the importance of meeting and exceeding client expectations;
- confidence in their ability to talk to clients;
- the ability to liaise effectively with counterparts in other areas of the business;
- the ability to handle data in large quantities, in a variety of formats, which will be used to satisfy client requirements;
- adaptability in approach and attitude;
the ability to work calmly and constructively under pressure.

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.

**Purpose and Values**

Barclays has a single cross-business Purpose for Barclays and five core Values which underpin it.

Our Purpose is to create opportunities for