Job Description

Purpose of the role

To address customer questions, concerns or requests while maintaining customer service expectations. 

Accountabilities

• Provision of customer service to customer questions, concerns and requests regarding accounts, products, and services in a timely and professional manner.
• Collaboration with teams across the bank to align, promote, and integrate customer care initiatives.
• Management and maintenance of customer records and documentation to ensure accuracy.
• Participation in training and development initiatives to improve customer skills, knowledge, and services.
• Identification of industry trends and developments related to customer service to implement best practice in customer care.
• Execution of escalation requests to the relevant team or senior management as required in a timely manner.
• Execution of customer service activities through various communication channels including chat, email, and phone.

Analyst Expectations

• To 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
• They 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 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 develop technical expertise in work area, acting as an advisor where appropriate.
• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team’s operational processing and activities.
• Escalate breaches of policies / procedure appropriately.
• Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• 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 own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex / sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

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.

Join us as a Teller & Customer Service Advisor where you will Process a high volume of RTGS/NEFT transactions, DDs and POs. Handle daily cash transactions, including cash deposits, withdrawals, transfers and payments. Process cheques, drafts and other banking instruments, ensuring accuracy in cash handling and end-of-day cash balancing. Assist customers with account enquiries, balance information and transaction details. Provide guidance on banking products and services, and resolve customer issues or escalate them to the appropriate department when necessary. Support account opening, documentation verification and customer service requests. Follow all bank policies, procedures and regulatory guidelines. Perform customer identification and verification in line with KYC/AML requirements. Report suspicious transactions or discrepancies.

To be successful in this role, you should:

• Be positive, self-motivated and able to use your initiative to achieve both personal and professional goals.
• Have the ability to clearly communicate complex information, both verbally and in writing.
• Possess strong problem-solving skills with a rational approach.
• Be able to prioritise, organise and multitask effectively.
• Be adaptable and comfortable working under pressure while managing a heavy workload.
• Have strong communication and relationship-building skills.

Essential Skills/Basic Qualifications:

• Graduate in any field.
• Experience working in a banking operations environment.

Desirable Skills/Preferred Qualifications:

• Knowledge of MS Excel, Outlook and Word.
• Sound knowledge of banking processes and banking applications.
• Good written and verbal communication skills.

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

• Providing efficient and accurate banking services to customers at the branch.
• Handling financial transactions, assisting customers with their banking needs and ensuring excellent customer service while complying with bank policies and regulatory requirements.

Job location is New Delhi.