Personal Banker

Role overview

Personal Banker at Barclays

Step into the role of Personal Banker at Barclays, where you'll play a pivotal role in shaping the future.

This role is based out of Pune.

Analyst Expectations To meet the needs of stakeholders/ customers through specialist advice and support Perform prescribed activities in a timely manner and to a high standard which will impact both the role itself and surrounding roles.

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.

Responsibilities

• You will take ownership of your work, ensuring it aligns with the relevant rules & regulations, and codes of conduct.
• Provide exceptional customer service by handling inquiries, resolving issues, and supporting client requests accurately and on time.
• Ensure compliance with regulatory requirements, internal policies, and risk management standards in all customer interactions.
• Support the collaboration of internal stakeholders including sales, operational, and risk management teams to meet client needs and expectations, so that transactions are executed accurately and on time.
• Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of closely related teams.
• Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Build relationships with stakeholders/ customers to identify and address their needs.

Required qualifications

• This is a voice role and minimum qualification required is graduate.

Preferred qualifications and skills

• Desirable skills set: Strong customer service and communication skills with the ability to handle sensitive or complex information.
• International contact centre and voice experience preferred.

Employment details

• Location: Pune [India]

About the employer

• 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.

Additional role details

• In this pivotal role you will manage operations within a business area and maintain processes, risk management initiatives, and compliance with relevant regulators.
• 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 role such as: Resolve customer queries and issues efficiently while delivering a personalized experience across multiple communication channels.
• Collaborate with internal teams (sales, operations, risk, compliance) to meet customer needs and ensure smooth transaction execution.
• Knowledge of banking operations, compliance, and risk management processes.
• You may be assessed on key essential skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills.
• Purpose of the role To provide resolutions for customer queries/issues and personalise each interaction through the use of multiple communication channels.
• Focused on understanding our customers world and providing exceptional customer service.
• Accountabilities Collaboration across multiple digital channels to personalise each interaction with a customer.
• Enhancing the bank's digital capabilities when current technology is identified as not yet ready to support.
• Provision of exceptional customer service to clients by responding to inquiries, resolving issues and handling client requests efficiently.
• 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.
• To provide resolutions for customer queries/issues and personalise each interaction through the use of multiple communication channels.
• Likely to have responsibility for specific processes within a team They 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.
• 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.
• 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.
• 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.
• They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.