Online Banking Support Executive

Join us as an Online Banking Support Executive in our Private Banking team in Geneva.

The role holder will provide end-to-end support to clients on Online Banking. This will include the onboarding of clients on the desktop and mobile app, the sending of log in credentials and first line support to clients and colleagues on the usage of the online platform. The role holder will also actively support the wider digital strategy and adoption plans, promoting the usage of digital and reducing the volume of manual transactions across the Swiss platform.

What you will be doing:

• The role holder will deliver expert transactional banking service to clients using multi-channel communications options, including telephone and email
• The role holder will provide complete end-to-end support for clients and colleagues in relation to the Barclays Online platform (desktop and mobile)
• They will support the overall digital strategy, including training & client outreach to drive digital activity and usage
• They will deliver expert transactional banking service to clients using multi-channel communications options, including telephone and email
• They will accurately identify all clients, adhering to policy and Customer Due Diligence regulations
• They will be the first point of contact for clients who enquire about the Online Banking platform and functionalities, demonstrating ownership of all client queries and ensuring proper escalations are taking place

Essential Skills/Basic Qualifications:

• An excellent command of English
• Strong written and verbal communication skills, in order to deliver against our commitment to providing a world class service and drive our dedication to the client experience. The communication demands of the role are high and the role holder may be communicating in English with clients for whom English is not their first language
• Effectively collaborate with a wide range of internal and external stakeholders, of different seniority
• High level of computer literacy and able to interpret screen-based information whilst continuing a dialogue with clients
• Experienced in customer service roles within any industry / sector with the ability to build rapport
• Good organisational skills and able manage time effectively
• Excellent attention to detail

Desirable skills/Preferred Qualifications:

• Excellent command of French is desirable
• Previous experience in a customer service role within financial services
• Tech skills or curiosity for technology & innovation.

You may be assessed on the key critical 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.

This role is based in Geneva.

Purpose of the role

To provide resolutions for customer queries/issues and personalise each interaction through the use of multiple communication channels. 

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 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.
• 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.

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.