Barclays Hiring Specialist Customer Care - Gurugram | ₹3-6 LPA

Purpose of the Role

The role focuses on delivering high quality customer service while addressing complex customer requests and inquiries. The position involves resolving issues efficiently and ensuring a personalised experience for each interaction.

Accountabilities

• Deliver customer service through multiple communication channels including chat, email, and phone.
• Handle complex customer requests and provide tailored resolutions for individual cases.
• Work with teams across the bank to align and integrate customer care processes.
• Identify opportunities for improvement and recommend updates to customer care procedures while offering feedback or coaching to colleagues.
• Support the development and implementation of procedures and controls that reduce risk and maintain efficient operations.
• Address customer inquiries related to banking products and services, including account balances, transactions, and payments.
• Prepare reports and presentations on customer care performance and communicate insights to internal stakeholders.
• Monitor industry developments and introduce best practices that enhance customer care effectiveness and efficiency.

Analyst Expectations

• Support stakeholders and customers by providing specialist advice and assistance.
• Complete assigned tasks on time and to a high standard, contributing to the performance of the wider team.
• Manage specific processes within the team and coordinate closely with related functions.
• Where applicable, supervise team members, allocate tasks, and guide professional development.
• Demonstrate Barclays leadership behaviours including listening authentically, inspiring colleagues, aligning across the organisation, and developing others.
• For individual contributors, manage personal workload and support system or process implementation within the work area.
• Execute processes as defined in procedures while collaborating with connected teams.
• Review work completed by colleagues to ensure it meets internal and stakeholder standards.
• Provide subject matter support related to the assigned work area.
• Take responsibility for risk management and ensure compliance with relevant regulations, policies, and codes of conduct.
• Build knowledge of how teams contribute to broader objectives and maintain awareness of underlying operational principles.
• Use prior experience and established practices to make sound judgments and evaluate solutions when procedures are not fully defined.
• Communicate sensitive or complex information to customers when required.
• Develop relationships with stakeholders and customers to understand and address their needs.

All colleagues are expected to demonstrate the Barclays values of Respect, Integrity, Service, Excellence, and Stewardship. They are also expected to embody the Barclays mindset by empowering colleagues, challenging ideas constructively, and driving progress.

Role Overview

In this position, you will manage operational activities within the business area while maintaining processes, risk initiatives, and regulatory compliance. The role requires ownership of tasks and ensuring work aligns with applicable rules, regulations, and internal standards.

You will deliver personalised and compliant customer service across various communication channels while supporting efficient banking operations.

Key Skills Assessed

• Resolve customer queries and issues effectively while providing a personalised service experience.
• Handle customer inquiries and service requests accurately and within required timelines.
• Collaborate with internal teams such as sales, operations, risk, and compliance to meet customer needs and ensure smooth processes.
• Maintain adherence to regulatory requirements, internal policies, and risk management standards during all customer interactions.

Additional Notes

• This is a voice-based role and requires a graduate qualification.

Desirable Skills

• Understanding of banking operations, compliance requirements, and risk management processes.
• Experience working in an international contact centre or voice process is preferred.