Senior Client Services Executive

Senior Client Services Executive | Barclays | Geneva.

We are looking for an organised, adaptable, and client-focused senior Client Services Executive. In this dynamic role, you will be responsible for supporting the validation of client payments, as well as assisting with various client service activities across the Swiss platform. You will act as a key liaison between clients and internal teams, helping to maintain a consistently high standard of service across all touchpoints.

A major focus of the role involves the validation of client payment instructions into Avaloq, requiring close attention to detail and strong process awareness. You will often liaise directly with clients—frequently in both English and French—to confirm instructions and ensure accuracy. You will also support the front office by responding to client requests such as issuing reference letters, account confirmations, and preparing statements and audit letters. 

The role further includes managing client communications such as mass mailings and supporting the resolution of client complaints, working closely with internal stakeholders including Legal, Compliance, Operations, and Front Office teams. As part of your responsibilities, you will manage multiple service requests daily, handle client data in various formats, and help drive service excellence through proactive problem-solving, process improvement, and digital adoption. You will be expected to take ownership of tasks, demonstrate resilience under pressure, and contribute positively to a collaborative team environment.

Essential Criteria:

• Excellent command of English and French, both written and spoken; confident phone manner in both languages.

• Previous experience in a client-facing or customer service role, ideally within financial services or another fast-paced, regulated environment.

• High level of accuracy and attention to detail, especially in manual data entry and payment processing.

• Strong written and verbal communication skills; able to communicate effectively and professionally with clients and internal stakeholders.

• Confident in using Excel and other Microsoft Office applications; able to work with large datasets and varied formats.

• Strong time management and organisational skills, with the ability to handle multiple requests and prioritise effectively.

• Adaptability to changing processes, procedures, and client needs.

• Proven ability to work calmly and constructively under pressure.

• Demonstrated commitment to excellent client experience and service delivery.

Desirable Criteria:

• Familiarity with Avaloq or similar banking platforms.

• Working knowledge of travel booking systems or corporate expense processing tools.

• Awareness of private banking practices, products, and regulatory context.

• Experience handling mass communications (email campaigns or client mailings).

• General understanding of compliance processes, including managing and resolving client complaints.

• Basic understanding of digital tools and willingness to adopt new technologies or workflows.

This role is based in Geneva.

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.

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.

Assistant Vice President Expectations

• To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/ business divisions.
• Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes
• 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 will lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will identify new directions for assignments and/ or projects, identifying a combination of cross functional methodologies or practices to meet required outcomes.
• Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
• Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda.
• Take ownership for managing risk and strengthening controls in relation to the work done.
• Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy.
• Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, etc).to solve problems creatively and effectively.
• Communicate complex information. 'Complex' information could include sensitive information or information that is difficult to communicate because of its content or its audience.
• Influence or convince stakeholders to achieve outcomes.

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.