Client Service Executive

Purpose of role

The role holder will be part of the Digital & Client Services Team and responsible for providing Barclays Bank Monaco Clients and Private Bankers with online banking support. The role holder will work closely with Private Bankers, Private Bank Executives and Operations to support clients’ requests.

Main responsibilities will be:

- Assisting Private Bankers with clients’ online registration.
- Providing phone support to online banking users including first connexion and navigation guidance, incident identification, analysis and troubleshooting in an attempt to solve the issue within a reasonable timeframe.
- Being able to identify any high severity and multiple user issues and escalate them.
- Ensuring tasks are completed to user’s satisfaction or escalated where appropriate.
- Promoting the online services by presenting the online platform and its functionalities to Clients and Private Bankers upon request.
- Adhering to IRM, compliance and security restrictions, flagging security breaches when necessary.

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

Core accountabilities

**Delivering World Class Client Experience**
- The role holder will accurately identify all clients, adhering to policy and Customer Due Diligence regulations.
- The role holder will be the first point of contact for clients who enquire about online banking, demonstrating ownership of all client queries and ensuring proper escalations are taking place.
- The role holder will be expected to comply with the Monaco Complaint Handling procedure, reporting/escalating any clients’ expression of dissatisfaction to the Client Services team.
- The role holder might also participate in other activities and be involved in other projects of the Digital & Client Services Team.
- The role holder will be pro-active in achieving set personal and departmental targets.

**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 trainings will be completed and kept up to date and the role holder will ensure any changes in policy, procedure and legislation are appropriately included in his/her 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 his/her line manager. The role holder will work with his/her 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:

- An excellent command of English and French. Any other languages (ideally Italian or Russian) will be a plus.
- 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 or French 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
- strong team spirit
- the ability to work calmly and constructively under pressure

As an organisation, Barclays have agreed a single cross-business Purpose for Barclays, and five core Values which underpin it. Our Purpose is helping people achieve their ambitions in the right way. Put simply this is the answer to the question ‘What is Barclays for?’ and it should guide our every action as employees.

**Respect**

Respect means respecting and valuing those we work with - our colleagues and other partners. It is about building trust and promoting collaboration.

**Integrity**

Integrity demands we act fairly, ethically and honestly. This requires us to have the courage always to do