Join us as a Moment Banker and deliver an expert, quality driven service to our clients. You will also be expected to provide a first class experience for all of our clients, through engaging in conversations and active listening, and actively involve the right specialist at the right time to work as one team for the customer and to help them achieve their ambitions. You will demonstrate ownership of all client queries, acting as the first point of contact for all of their day to day banking requirements, using various communication methods, primarily face to face, but also telephone, email and letter instructions. The role holder will own and manage customer complaints, adhering to the complaints and escalation procedures and will maintain accuracy and quality levels at all times, in order to deliver customer satisfaction and avoid financial losses and reputational damage to the business. You will need to be pro-active in achieving set personal and departmental targets for sales, productivity, quality and accuracy.

Essential Skills/Basic Qualifications:

Experience of operating in a customer-facing role where service is paramount.

Proven ability to meet performance standards

Work within pre-defined authority levels and guidance, using support and tools where necessary in order to produce accurate results

Desirable skills/Preferred Qualifications:

Proactively share ideas, recommend process improvements and best practice, both through the online systems and to Branch colleagues, in order to improve efficiency and effectiveness of Branch operations.

Maximise your time, working proactively to help deliver on customer ambitions and day to day banking needs.

Guernsey

Purpose of the role

To provide customer support and resolution of client inquiries and issues through various channels, ensuring a seamless and consistent experience for every customer. 

Accountabilities

Support to clients with everyday banking tasks such as deposits, withdrawals, transfers, bill payments, as well as updating personal information, contact details and account preferences.Provision of support to clients with products and services, such as online banking, mobile app functionalities, and any technological difficulties related to their bank accounts, explaining the key features, benefits, and other comparisons that might suit their needs.Guidance to new customers through account opening procedures, explanation of account terms and conditions, and setting up of online access and other services.Management and maintenance of client relations by resolving various customer concerns and inquiries, including account balances, statements, transactions, fees.Maintenance of confidentiality and security of client data by following strict data security protocols and ethical practices.Provision of timely updates on changes in banking policies, fees, and product offerings through various channels like email, newsletters, and online announcements.Education of clients about financial concepts, budgeting, and responsible banking practices through workshops, webinars, and educational materials.

Analyst Expectations

To meet the needs of stakeholders/ customers through specialist advice and supportPerform prescribed activities in a timely manner and to a high standard which will impact both the role itself and surrounding roles.Likely to have responsibility for specific processes within a teamThey may lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources. They supervise a team, allocate work requirements and coordinate team resources.If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.OR for an individual contributor, they manage own workload, take responsibility for the implementation of systems and processes within own work area and participate on projects broader than direct team.Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of closely related teams.Check work of colleagues within 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 you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.Maintain and continually build an understanding of how all teams in 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 / operational expertise.Make judgements based on practise and previous experience.Assess the validity and applicability of previous or similar experiences and evaluate options under circumstances that are 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/ customers to identify and address their needs.

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