Barclays Hiring Customer Specialist Non Voice Servicing | Noida

Job Description

Purpose of the Role

Provide support to business areas through daily operational activities such as processing, reviewing, reporting, trading, and resolving issues.

Accountabilities

• Assist business teams with daily operational tasks including processing, reviewing, reporting, trading activities, and issue resolution.
• Collaborate with teams across the bank to align and integrate operational processes.
• Identify opportunities to improve operational workflows and recommend enhancements.
• Develop and implement operational procedures and controls to reduce risks and maintain efficiency.
• Prepare reports and presentations on operational performance and share insights with internal senior stakeholders.
• Monitor industry trends and developments to support best practices in banking operations.
• Participate in initiatives and projects aimed at improving operational efficiency and effectiveness.

Analyst Expectations

• Meet stakeholder and customer needs through operational excellence and high service standards.
• Perform assigned activities within required timelines and quality expectations.
• This role does not include people management responsibilities.
• Execute tasks according to established processes and procedures while collaborating with team members.
• Escalate policy breaches when required.
• Take responsibility for customer service and operational execution activities.
• Manage risk and strengthen controls within areas of responsibility while following relevant regulations and codes of conduct.
• Develop an understanding of the role, team objectives, and how the team collaborates with other functions.
• Work within defined procedures that may include varied work routines.
• Demonstrate knowledge of established processes and evaluate available options when handling tasks.
• Make decisions based on factual information and analysis.
• Build relationships with stakeholders and customers to understand and address their needs while handling sensitive matters when required.

All colleagues are expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence, and Stewardship. Employees should also reflect the Barclays Mindset of Empower, Challenge, and Drive in their day-to-day work.

In this role, you will provide support by conducting detailed due diligence, ensuring compliance with regulatory requirements, and helping protect both clients and the organization. The Process Advisor manages customer documentation and account maintenance requests received through multiple channels.

Responsibilities include reviewing customer documents, validating account details, processing service requests within defined SLAs, coordinating with internal systems and teams, and ensuring accurate and timely customer communication. The role requires strong attention to detail, familiarity with internal systems, and adherence to quality and compliance standards.

Key Responsibilities

• Review and process customer requests by performing due diligence and ensuring regulatory compliance.
• Analyze documents received through mail, fax, and digital channels and route them appropriately.
• Identify the purpose of documents and initiate the required actions, including creating cases where necessary.
• Locate and verify customer accounts using enterprise systems such as Salesforce, TSYS, MetaStor, and ActiveStore.
• Validate customer identity using information such as name, address, account number, and additional security details.
• Create, update, and close cases in Salesforce while maintaining clear and audit-ready notes.
• Ensure cases are completed within defined Service Level Agreements across multiple queues.
• Identify potential risks such as account status concerns or fraud indicators and escalate to appropriate teams.
• Maintain compliance with internal policies and audit requirements.

Additional Responsibilities

• Handle customer requests for application copies, statements, letters, year-end summaries, and confirmation documents.
• Retrieve, store, and manage documentation according to retention and audit standards.
• Coordinate with other teams such as Collections, Fraud, and Disputes when documents fall outside the defined scope and ensure proper handoff.