Barclays is Hiring Personal Banker (Gurugram) | JR-0000129794

Purpose of the role

This role focuses on providing resolutions for customer queries and issues, personalizing each interaction through various communication channels. The aim is to understand the customer's perspective and deliver exceptional customer service.

Accountabilities

• Collaborate across multiple digital channels to personalize customer interactions.
• Enhance the bank's digital capabilities when current technology requires improvement.
• Provide exceptional customer service by responding to inquiries, resolving issues, and efficiently handling client requests.
• Support internal stakeholders, including sales, operational, and risk management teams, to meet client needs and ensure accurate and timely transaction execution.
• Assist teams within the business operations function, such as risk management, compliance, and collections.
• Comply with all regulatory requirements and internal policies related to customer care.

Analyst Expectations

• Meet the needs of stakeholders and customers through specialized advice and support.
• Perform prescribed activities in a timely manner and to a high standard, impacting both the role and surrounding functions.
• Take responsibility for specific processes within a team.
• For individual contributors, manage personal workload, implement systems and processes within their work area, and participate in broader projects.
• Execute work requirements as defined in processes and procedures, collaborating with and influencing closely related teams.
• Review colleagues' work within the team to meet internal and stakeholder requirements.
• Offer specialist advice and support pertaining to their work area.
• Take ownership of managing risk and strengthening controls related to their work. Deliver work in line with relevant rules, regulations, and codes of conduct.
• Maintain and continuously build an understanding of how all teams contribute to the broader sub-function's objectives, impacting collaborating teams.
• Continuously develop awareness of the underlying principles and concepts of their work area, building upon administrative and operational expertise.
• Make judgments based on practice and prior experience.
• Assess the validity of previous experiences and evaluate options for situations not covered by procedures.
• Communicate sensitive or difficult information to customers regarding advice or daily administrative requirements.
• Build relationships with stakeholders and customers to identify and address their needs.

All colleagues are expected to demonstrate Barclays' values of Respect, Integrity, Service, Excellence, and Stewardship. They should also embody the Barclays Mindset: Empower, Challenge, and Drive.

As a Personal Banker at Barclays, you will manage operations within a business area, maintain processes, implement risk management initiatives, and ensure compliance with relevant regulations. You will take ownership of your work, ensuring alignment with rules and codes of conduct.

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

Key critical skills for this role include:

• Resolving customer queries and issues efficiently while providing a personalized experience across multiple communication channels.
• Delivering exceptional customer service by handling inquiries, resolving issues, and supporting client requests accurately and on time.
• Collaborating with internal teams (sales, operations, risk, compliance) to meet customer needs and ensure smooth transaction execution.
• Ensuring compliance with regulatory requirements, internal policies, and risk management standards in all customer interactions.
• This is a voice role, and a graduate degree is the minimum qualification required.

Desirable skills include:

• Strong customer service and communication skills, with the ability to handle sensitive or complex information.
• Knowledge of banking operations, compliance, and risk management processes.
• International contact center and voice experience is preferred.

You may be assessed on essential skills such as risk and controls, change and transformation, business acumen, strategic thinking, digital and technology, as well as job-specific technical skills.