Bfa Process Advisor

Job Title BFA 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.
If you would like some flexibility, then please discuss this with the hiring manager.

Introduction:

- To effectively and efficiently respond to customer calls/make outbound calls to customers, reply to their queries and resolve issues.
- To ensure the quality of output and accuracy of information is maintained

What will you be doing?
- Deal with customer queries and ensure appropriate resolution is offered to be able to manage customer experience and NPS (Net Promoter Score)
- Handle customer requests with the support of clearly defined scripts and processes. Adhere to the Service Level Agreements specified by the client / process and ensure adherence to time schedules
- May have the authority to release and verify funds across a variety of systems used by the department. Deal with customers and may be required to identify, log and escalate complaints and resolve queries by tracking them internally and escalate upwards if necessary
- Responsible for the management of own daily workload, to ensure telephone enquiries / queries are dealt with in an efficient and knowledgeable manner to meet the demands of the business grades of service and ensuring that all unresolved cases / queries are allocated to the respective areas
- Responsible for identifying potential loss situations promptly escalating to the relevant areas to minimise the
- risk to the business and the customer
- Adhere to organizational wide information security policies and procedures. Assist Team Manager / Process Expert in administration of the section, including organising workflow, queue management and query resolution
- Identifying & mitigating possibility of Fraud for new / existing customers on multiple portfolios
- Using initiative and investigating suspicious activity to reduce fraud losses
- Actively involved with problem solving and dealing with contentious issues whilst maintaining excellent customer service/satisfaction
- Dealing with and resolving all internal customer queries
- Understand Complaint rationale, and to complete root cause analysis where necessary
- Acknowledging customer complaints, dealing with dissatisfaction FPOC to assuage customer concerns and attempt to resolve them using knowledge & expertise while correctly logging the complaint and escalating if the need arises
- Complying with all mandatory controls and governance/compliance regulations
- Empowered to make final judgment calls on ID&V fails, complex queries
- Adhere to the Service Level Agreements specified by the client / process
- Ensure adherence to time schedules
- Keep up to date with all governance and mandatory training
- Adherence to local & business policies and procedures

What we’re looking for:

- Minimum a year of relevant experience
- Graduate/Post-Graduate in any discipline
- Experience of working in BPO/KPO
- Flexibility in hours of work and ability to work changing shifts patterns

Skills that will help you in the role:

- Familiarity with procedures, policies, products and services of a financial organisation
- Knowledge of related risk and audits
- Ability to work within deadlines/customer demand
- Experience of working in a customer facing service environment

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, Excell