Personal Banker

Step into the position of Personal Banker at Barclays, where you'll play a pivotal job in shaping the future. In this pivotal post you will oversee operations within a business area and uphold processes, risk management initiatives, and compliance with relevant regulators. You will take ownership of your work, ensuring it aligns with the relevant rules & regulations, and codes of conduct.

You will be accountable for producing personalized, compliant, and high-quality customer service spanning multiple digital and in-person channels while supporting efficient banking operations.

You may be assessed on main critical competencies relevant for success in post such as:

• Resolve customer queries and issues efficiently while providing a personalized experience over multiple communication channels.

• Give exceptional customer service by handling inquiries, resolving issues, and supporting customer requests accurately and on time.

• Collaborate with internal teams (sales, operations, risk, compliance) to meet customer needs and secure smooth transaction execution.

• Ensure compliance with regulatory needs, internal policies, and risk management standards in all customer interactions.

• This is a voice job and minimum qualification required is graduate.

Desirable abilities set:

• Solid customer service and communication competencies with the capability to handle sensitive or intricate information.

• Know-how of banking operations, compliance, and risk management processes.

• International contact centre and voice experience preferred.

You may be assessed on key essential capabilities relevant for success in job, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical abilities.

This position is based out of Pune.

Purpose of the job

To give resolutions for customer queries/issues and personalise each interaction through the use of multiple communication channels. Focused on understanding our customers world and offering exceptional customer service.

Accountabilities

• Collaboration over multiple digital channels to personalise each interaction with a customer.
• Enhancing the bank's digital capabilities when current technology is identified as not yet ready to support.
• Provision of exceptional customer service to client organisations by responding to inquiries, resolving issues and handling customer requests efficiently.
• Support the collaboration of internal stakeholders covering sales, operational, and risk management teams to meet client organisation needs and expectations, so that transactions are executed accurately and on time.
• Support teams within the business operations function as needed, such as risk management, compliance and collections.
• Comply with all regulatory expectations and internal policies related to customer care.
• To give resolutions for customer queries/issues and personalise each interaction through the use of multiple communication channels.

Analyst Expectations

• To meet the needs of stakeholders/ customers through specialist advice and support
• Carry out prescribed activities in a timely manner and to a high standard which will impact both the job itself and surrounding roles.
• Likely to have responsibility for specific processes within a team
• They may lead and supervise a team, guiding and supporting professional development, allocating work criteria and coordinating team resources. They supervise a team, allocate work needs and liaise team resources.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and hand over to a consistently strong standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align over the enterprise, D – Shape others.
• OR for an individual contributor, they oversee own workload, take responsibility for the implementation of systems and processes within own work area and participate on projects broader than direct team.
• Execute work expectations as identified in processes and procedures, collaborating with and impacting on the work of closely related teams.
• Check work of colleagues within team to meet internal and stakeholder criteria.
• Offer specialist advice and support pertaining to own work area.
• Take ownership for handling risk and strengthening controls in relation to the work you own or contribute to. Hand over your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Sustain and continually establish an understanding of how all teams in area contribute to the objectives of the broader sub-function, handing over impact on the work of collaborating teams.
• Continually build awareness of the underlying principles and concepts on which the work within the area of responsibility is based, establishing upon administrative / operational expertise.
• Make judgements based on practise and previous experience.
• Assess the validity and applicability of previous or similar experiences and evaluate options under circumstances that are not covered by procedures.
• Communicate sensitive or difficult information to customers in areas related specifically to customer advice or day to day administrative criteria.
• Develop relationships with stakeholders/ customers to pinpoint and address their needs.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.