Barclays Hiring Personal Banker in Gurugram | Apply Now

Job Description

Purpose of the Role

The role focuses on resolving customer queries and issues while personalising each interaction through multiple communication channels. The position ensures customers receive timely and effective support while maintaining service quality and compliance standards.

Accountabilities

• Collaborate across various digital channels to deliver personalised interactions with customers.
• Assist in improving the bank's digital capabilities where existing technology may not fully support customer needs.
• Provide high-quality customer service by responding to inquiries, resolving issues, and handling client requests efficiently.
• Work with internal stakeholders including sales, operations, and risk management teams to ensure transactions are completed accurately and on time.
• Support business operations teams when required, including risk management, compliance, and collections.
• Follow all regulatory requirements and internal policies related to customer care and banking operations.
• Address customer queries and issues while maintaining a personalised approach across communication channels.

Analyst Expectations

• Meet stakeholder and customer needs by providing specialist guidance and support.
• Carry out assigned activities promptly and to a high standard, contributing to team outcomes.
• Take responsibility for specific processes within the team when required.
• Support team coordination, including allocating work and assisting colleagues in their professional development.
• For roles with leadership responsibilities, demonstrate behaviours aligned with the LEAD framework: Listen and be authentic, Energise and inspire, Align across the enterprise, and Develop others.
• As an individual contributor, manage personal workload, implement systems and processes in the assigned work area, and participate in projects beyond the immediate team.
• Execute tasks according to established procedures while collaborating with closely related teams.
• Review and verify team outputs to meet internal and stakeholder standards.
• Provide specialised guidance related to the assigned area of responsibility.
• Take ownership of risk management and maintain strong controls in line with regulatory requirements and codes of conduct.
• Build knowledge of how teams contribute to wider business objectives and support collaborative outcomes.
• Develop understanding of core operational principles while expanding administrative and operational expertise.
• Make informed decisions based on previous experience and established practices.
• Evaluate similar past situations to determine suitable solutions when procedures do not directly apply.
• Communicate sensitive or complex information to customers in areas related to advice or daily administrative matters.
• Build and maintain relationships with stakeholders and customers to understand and address their needs.

All employees are expected to demonstrate Barclays values of Respect, Integrity, Service, Excellence, and Stewardship. Colleagues are also expected to reflect the Barclays mindset of Empower, Challenge, and Drive in their daily work.

In this position, you will manage operational activities within a business area while maintaining processes, supporting risk management initiatives, and ensuring compliance with relevant regulatory requirements. You will take ownership of your responsibilities and ensure your work aligns with applicable rules and codes of conduct.

The role involves delivering personalised and compliant customer service through digital and in-person channels while supporting efficient banking operations.

Key Responsibilities

• Resolve customer queries efficiently and provide personalised support across communication channels.
• Handle customer inquiries, resolve issues, and process client requests accurately and on time.
• Collaborate with internal teams including sales, operations, risk, and compliance to meet client requirements.
• Ensure all activities comply with regulatory standards, internal policies, and risk management guidelines.
• This is a voice-based role and requires a graduate qualification.

Desirable Skills

• Strong understanding of customer service practices and the ability to handle sensitive information.
• Knowledge of banking operations, compliance frameworks, and risk management procedures.
• Experience in international contact centre or voice-based processes is preferred.