Location
Chennai | India
Job description
Job Title: Specialist Customer Care
Location: Chennai
About Barclays Barclays is a British universal bank. We are diversified by business, by different types of customers and clients, and by geography. Our businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by our service company which provides technology, operations and functional services across the Group.
Risk and Control Objective Take ownership for managing risk and strengthening controls in relation to the work you do.
Working Flexibly
We're committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers' and clients' needs. Whether you have family commitments or you're a carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life. If you would like some flexibility, then please discuss this with the hiring manager, and your request will be reviewed subject to business needs
Hybrid Working
Structured Hybrid Role At Barclays, we offer a hybrid working experience that blends the positives of working alongside colleagues at our onsite locations, together with working from home. We have a structured approach where colleagues work at an onsite location on fixed, 'anchor', days of the week, for a minimum of two days a week or more, as set by the business area (or nearest equivalent if working part-time hours). Please discuss the working pattern requirements for the role you are applying for with the hiring manager. Please note that as we continue to embed our hybrid working environment, we remain in a test and learn phase, which means that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business.
Introduction - To effectively and efficiently respond to customer queries or make outbound calls to customers, reply to their queries and resolve issues related to fraud concerns.
- To ensure the quality of output and accuracy of information is maintained.
What will you be doing - Process transactions in accordance to approved process and procedures, international regulations and within pre-agreed service levels and with speed/accuracy
- Adhere to quality control discipline, procedures and checks at all times
- Day to day query resolution, with upward escalation of more complex queries to the management team
- Report issues and concerns as soon as possible to seniors/ team leaders/ managers etc in time and with complete information, in which effort is made to prevent or limit possible damage/fraud.
- Responsible for driving own performance management, collating relevant documentation, preparing for and arranging self-performance reviews
- Thorough solution of queries & identify improvements to processes
- Maintain effective performance by being adaptable and positive in approach to dynamic business circumstances, questioning procedures and proactively seeking solutions
- Knowledge of risk awareness, audit disciplines and controls
- Deal with customer queries and ensure appropriate resolution is offered to be able to manage customer experience and NPS (Net Promoter Score)
- Handle customer requests with the support of clearly defined scripts and processes. Adhere to the Service Level Agreements specified by the client / process and ensure adherence to time schedules
- May have the authority to release and verify funds across a variety of systems used by the department. Deal with customers and may be required to identify, log and escalate complaints and resolve queries by tracking them internally and escalate upwards if necessary
- Responsible for the management of own daily workload, to ensure telephone enquiries / queries are dealt with in an efficient and knowledgeable manner to meet the demands of the business grades of service and ensuring that all unresolved cases / queries are allocated to the respective areas
- Responsible for identifying potential loss situations promptly escalating to the relevant areas to minimise the risk to the business and the customer
- Adhere to organizational wide information security policies and procedures. Assist Team Manager / Process Expert in administration of the section, including organising workflow, queue management and query resolution
- Analyse fraudulent applications / transactions and challenge accounts / activities / calling party(s) where it is/they are believed to be fraudulent
- Actively involved with problem solving and dealing with contentious issues whilst maintaining excellent customer service/satisfaction
- Dealing with and resolving all internal customer queries
- Liaise and work with other areas within the Fraud department
- Limit losses to Barclaycard and the Bank through different channels including applications and plastic card products whilst at the same time maintaining an excellent level of customer service
- Maintain knowledge and expertise on Fraud trends
- Provision of Intelligence to Fraud Strategy, SPIT and ability to improve process
- Understand Complaint rationale, and to complete root cause analysis where necessary
- Acknowledging customer complaints, dealing with dissatisfaction FPOC to assuage customer concerns and attempt to resolve them using knowledge & expertise while correctly logging the complaint and escalating if the need arises
- Complying with all mandatory controls and governance/compliance regulations
- Manage complex queries in real time – Fraud and Authentication subject matter expert
- Service Inbound / Outbound calls to obtain information to support case decisioning and customer fraud case queries
- Provide excellent customer services whilst explaining & maintaining Fraud Decisions
- Adhere to the Service Level Agreements specified by the client / process
- Ensure adherence to time schedules
- Responsible for management of own daily workload, to ensure telephone enquiries / queries are dealt with in an efficient and knowledgeable manner to meet the demands of the business grades of service
- Ensuring that all unresolved cases / queries are allocated to the respective areas
- Responsible for identifying potential loss situations promptly escalating to the relevant areas to minimise the risk to the business and the customer
- Assist Team Manager / Team Support Specialists in administration of the section, including organising workflow, queue management and query resolution
- Deal with ad hoc tasks relating to fraud issues as and when required, working within an agreed timeframe
- Preference to colleague who have chargeback/Disputes knowledge
- All candidates to be screened and selected by Disputes Line managers.
- To support Fraud Operations related initiatives as and when required
- Keep up to date with all governance and mandatory training
- Adherence to local & business policies and procedures
- Communication of risk both with immediate team and up the line
What We're Looking For - Effective communication skills
- Minimum B2 English Language Fluency(CEF)
- Under-Graduate/Graduate/Post-Graduate in any discipline (Fresher's applicable however preferably Graduate Fresher)
Skills That Will Help You In The Role - Experience of working in a customer facing service environment
- Flexibility in hours of work and ability to work changing shifts patterns
- Preference to colleague who have chargeback/Disputes knowledge
- Fraud Industry and Cyber Crime Knowledge (Fraud Specific)
Where will you be working Pune
Be More at Barclays
At Barclays, each day is about being more – as a professional, and as a person. 'Be More @ Barclays' represents our core promise to all current and future employees. It's the characteristic that we want to be associated with as an employer, and at the heart of every employee experience. We empower our colleagues to Be More Globally Connected, working on international projects that improve the way millions of customers handle their finances. Be More Inspired by working alongside the most talented people in the industry, and delivering imaginative new solutions that are redefining the future of finance. Be More Impactful by having the opportunity to work on cutting-edge projects, and Be More Valued for who you are.
Interested and want to know more about Barclays Visit home.barclays/who-we-are/ for more details.
Purpose, Values and Mindset
We deploy finance responsibly to support people and businesses, acting with empathy and integrity, championing innovation and sustainability, for the common good and the long term.
Our values underpin everything we do: Respect, Integrity, Service, Excellence and Stewardship.
Respect
We harness the power of diversity and inclusion in our business, trust those we work with, and value everyone's contribution.
Integrity
We operate with honesty, transparency and fairness in all we do.
Service
We act with empathy and humility, putting the people and businesses we serve at the centre of what we do.
Excellence
We champion innovation, and use our energy, expertise and resources to make a positive difference.
Stewardship
We prize sustainability, and are passionate about leaving things better than we found them.
Our Mindset shapes how we take action, living by our Values, driven by our Purpose, always with our customers and clients at the heart of what we do; our Mindset is to Empower, Challenge and Drive.
Empower
Trust and support each other to deliver. Make decisions with those closest to the topic. Include diverse perspectives. Celebrate success and learn from failure.
Challenge
Question whether things can be done better. Use insights based on data to inform decisions. Be curious about how we can adapt and improve. Speak up and be open to alternative viewpoints.
Drive
Focus on outcomes. Deliver with pace. Be passionate and ambitious about what we do. Take personal responsibility. Actively build collaborative relationships to get things done.
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