Barclays is Hiring Personal Banker (Pune) | Apply Now

Job Description

The purpose of this role is to provide resolutions for customer queries and issues, personalizing each interaction through the use of multiple communication channels. The focus is on understanding our customers' needs and providing exceptional customer service.

Accountabilities

• Collaborate across multiple digital channels to personalize each customer interaction.
• Enhance the bank's digital capabilities when current technology is identified as insufficient.
• Provide exceptional customer service to clients by responding to inquiries, resolving issues, and handling client requests efficiently.
• Support the collaboration of internal stakeholders, including sales, operational, and risk management teams, to meet client needs and expectations, ensuring transactions are executed accurately and on time.
• Support teams within the business operations function as needed, including risk management, compliance, and collections.
• Comply with all regulatory requirements and internal policies related to customer care.
• Provide resolutions for customer queries and issues, personalizing each interaction through the use of multiple communication channels.

Analyst Expectations

• Meet the needs of stakeholders and customers through specialist advice and support.
• Perform prescribed activities in a timely manner and to a high standard, impacting both the role itself and surrounding roles.
• Likely to have responsibility for specific processes within a team.
• May lead and supervise a team, guiding and supporting professional development, allocating work requirements, and coordinating team resources.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviors to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviors are: Listen and be authentic, Energize and inspire, Align across the enterprise, Develop others.
• For an individual contributor, manage own workload, take responsibility for the implementation of systems and processes within own work area, and participate in projects broader than the direct team.
• Execute work requirements as identified in processes and procedures, collaborating with and impacting the work of closely related teams.
• Check the work of colleagues within the team to meet internal and stakeholder requirements.
• Provide specialist advice and support pertaining to own work area.
• Take ownership for managing risk and strengthening controls in relation to the work owned or contributed to. Deliver work and areas of responsibility in line with relevant rules, regulations, and codes of conduct.
• Maintain and continually build an understanding of how all teams in the area contribute to the objectives of the broader sub-function, delivering impact on the work of collaborating teams.
• Continually develop awareness of the underlying principles and concepts on which the work within the area of responsibility is based, building upon administrative or operational expertise.
• Make judgments based on practice and previous experience.
• Assess the validity and applicability of previous or similar experiences and evaluate options under circumstances not covered by procedures.
• Communicate sensitive or difficult information to customers in areas related specifically to customer advice or day-to-day administrative requirements.
• Build relationships with stakeholders and customers to identify and address their needs.

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

Step into the role of Personal Banker at Barclays, where you will play a pivotal role in shaping the future. In this position, you will manage operations within a business area and maintain 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 responsible for delivering personalized, compliant, and high-quality customer service across multiple digital and in-person channels while supporting efficient banking operations.

You may be assessed on key critical skills relevant for success in the role, such as:

• Resolve customer queries and issues efficiently while delivering a personalized experience across multiple communication channels.
• Provide exceptional customer service by handling inquiries, resolving issues, and supporting client requests accurately and on time.
• Collaborate with internal teams (sales, operations, risk, compliance) to meet customer needs and ensure smooth transaction execution.
• Ensure compliance with regulatory requirements, internal policies, and risk management standards in all customer interactions.
• This is a voice role.

Desirable skills set:

• 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 preferred.

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