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Job Title: Corporate Grade: Reports To (Line Manager's Job Title) : Business Area: Department/Function Primary Location

This document summarizes a job posting for a Personal Banker/Process Advisor position at Barclays bank. The role involves providing excellent customer service to Barclays customers across various channels to help meet their needs and grow the business. Key responsibilities include handling customer requests, ensuring issues are resolved, developing product knowledge, and adhering to quality standards and security policies. The ideal candidate has strong communication skills, a customer-centric attitude, and experience delivering results with accuracy and attention to detail.

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Rajat Khaiwal
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25 views

Job Title: Corporate Grade: Reports To (Line Manager's Job Title) : Business Area: Department/Function Primary Location

This document summarizes a job posting for a Personal Banker/Process Advisor position at Barclays bank. The role involves providing excellent customer service to Barclays customers across various channels to help meet their needs and grow the business. Key responsibilities include handling customer requests, ensuring issues are resolved, developing product knowledge, and adhering to quality standards and security policies. The ideal candidate has strong communication skills, a customer-centric attitude, and experience delivering results with accuracy and attention to detail.

Uploaded by

Rajat Khaiwal
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Job Title: Personal Banker/Process Advisor

Corporate Grade: BA2


Reports to (Line Manager’s Job Title): Team Manager
Business Area: Barclays 360 – Contact Centre Operations
Department/Function Essential Banking/Digital Servicing, Multi Client
Servicing/ VCC/Fraud Detection/Fraud Investigation
Primary Location: Noida

About Barclays

Barclays is a transatlantic consumer, corporate and investment bank offering products and services across personal,
corporate and investment banking, credit cards and wealth management, with a strong presence in our two home
markets of the UK and the US. Our goal is to become the bank of choice by providing superior services to customers
and clients and supporting our stakeholders via a commercially successful business that generates long-term
sustainable returns.

Everything we do at Barclays starts and ends with helping people move forward in their lives. From helping, them
move forward in the digital age through Digital Eagles, to getting them started in their first home with one of our
mortgages. Whatever the future holds, we want to be there for our customers every step of the way. In a constantly
changing, more complex and closely connected world, we are working together to help our customers tackle the
challenges of today and prepare for the future. We believe in listening to and really understanding our customers so
that we can give them the best possible help.

If you are looking for a career full of excitement, challenge, purpose and opportunity, we should be your first
choice.

About Barclays 360


The Barclays 360 portfolio includes business areas spanning the life cycle of a customer’s journey with the bank.
Teams service a diverse number of enquiries from staff and customers across different areas of the bank including
Retail, Credit Cards, international payments, currency accounts management (helpdesk and processing) and
Currency cash helpdesk.

Cards and Payments COO


Cards and Payments COO is an innovative place to work, where our people feel valued and inspired to deliver
outstanding customer outcomes. We are responsible for four end-to-end Transaction Cycles across Barclays:
Global Fraud, Cards Platform, Merchant Services and Servicing/Contact Centres.

We are a team of circa 12,000 colleagues based predominantly in the UK, USA, Germany and India.

It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the
basis of race, colour, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation,
gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic
information, or any other basis protected by law. Dynamic working gives everyone at Barclays the opportunity to
integrate professional and personal lives, if you have a need for flexibility then please discuss this with the hiring
manager. We are an equal opportunity employer and we are opposed to discrimination on any grounds.

For further information about Barclays, please visit our website www.barclays.com
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About Barclays India Employee Value Proposition
At Barclays, each day is about being more – as a professional, as a person. The statement ‘Be More @ Barclays’
represents our core promise to all current and future employees. It is the characteristic that we want to be
associated with as an employer, and therefore is at the heart of every employee experience. Following are the four
supporting pillars of our employee value proposition:

 Be More Globally Connected


 Be More Inspired
 Be More Impactful
 Be More Valued

Overall purpose of role

Take ownership of the customer experience by providing excellent service to help deliver on customer ambitions
and day to day-banking needs. Be knowledgeable and skilled on Barclays products and services across all
channels, and deepen customer relationships to help grow the business and strengthen the Barclays brand in the
community. Work collaboratively with other Barclays colleagues to deliver on our vision and live our purpose and
values

Key Accountabilities
 Delight the customer by offering a professional, caring, consistent and outstanding level of customer service.
Put yourself in the customer’s shoes, building trust by engaging in conversations and active listening to
customers to be able to anticipate and meet the servicing needs of all customers.
 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
 Create moments that matter for our customers by ensuring they have a full understanding of our products and
services and helping them to make informed decisions and achieve their ambitions.
 Responsible for the management of daily workload, to ensure telephone enquiries / queries are dealt with in an
efficient and knowledgeable manner and ensuring that all unresolved cases / queries are allocated to the
respective areas
 Developing and sharing your knowledge with colleagues, to continuously improve our customer experience
 Showing a caring, empathetic attitude towards colleagues and customers by displaying a positive and friendly
manner
 Adhere to organizational wide information security policies and procedures.
 Adhere to quality control discipline, procedures and checks at all times.
 Day to day query resolution, with upward escalation of more complex queries to team manager.

Decision-making and Problem Solving


 Has good understanding of customer service and should have problem solving approach to be able to offer first
call resolution to the customers
 Maintains good customer relations
 Excellent attention to details with high standards of quality in work.
 Is accountable for deliverables and works well in a team and maintains good relations with team members

Risk and Control Objective


All Barclays colleagues have to 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

For further information about Barclays, please visit our website www.barclays.com
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Person Specification
 Ability to communicate in English and comprehend flawlessly
 Have a genuine interest in the customer, by being customer centric with the ability to demonstrate/evidence
customer service experience in a telephony or customer facing role.
 Have the right attitude, personality, potential and skills to provide excellent customer service.
 Experience of working towards personal objectives and standards.
 Flexibility in hours of work and ability to work changing shifts patterns
 Ability to work independently or as part of a team
 Achieving high standards and delivering results with accuracy and attention to detail
 MS Office Applications (preferably, Excel, word & PowerPoint)

Purpose and Values


Barclays has a single cross-business Purpose for Barclays and five core Values that 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
We respect and value those we work with, and the contribution that they make.
Integrity
We act fairly, ethically and openly in all we do.
Service
We put our clients and customers at the centre of what we do.
Excellence
We use our energy, skills and resources to deliver the best, sustainable results.
Stewardship
We are passionate about leaving things better than we found them.

For further information about Barclays, please visit our website www.barclays.com
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