Description
We are seeking a Senior Customer Service Advisor to join our team at Barclays. As a Senior Customer Service Advisor, you will provide resolutions for customer queries/issues and personalise each interaction through the use of multiple communication channels.
Key Responsibilities:
- Collaborate across multiple digital channels to personalise each interaction with a customer.
- Enhance the bank's digital capabilities when current technology is identified as not yet ready to support.
- 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.
- 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.
Analyst Expectations:
- Perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
- Requires in-depth technical knowledge and experience in their assigned area of expertise.
- Thorough understanding of the underlying principles and concepts within the area of expertise.
- Lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
Requirements:
- Strong awareness of risk and control to support the completion of high-value transaction approvals, payment investigations and complaints where risk issues arise.
- Experience leading or holding a senior role within a service centre environment.
- Experience in wealth management/private banking sector dealing with high-net-worth clients.
- Awareness of Consumer Duty framework including identification and management of vulnerable clients.
Location: This role is based in the Isle of Man.