Customer Specialist- Non Voice Servicing

Step into the role of Customer Specialist- Non Voice Servicing at Barclays, where you'll provide first-class support by conducting in-depth due diligence, ensuring compliance with regulatory requirements, and safeguarding our clients and organization with expertise and care. The Process Advisor is responsible for managing customer‑initiated documentation and account maintenance requests received through multiple channels. The role involves reviewing customer documents, validating account details, processing service requests within defined SLAs, coordinating with internal systems and teams, and ensuring accurate, timely customer correspondence. The position demands strong attention to detail, system proficiency, and strict adherence to quality and compliance standards.

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

• Review and process customer requests by conducting in-depth due diligence, ensuring compliance with regulatory requirements, and safeguarding our clients and organization with expertise and care.

• Analyze documents received via mail, fax, and digital uploads and ensure correct action and routing.

• Identify the nature and purpose of documents and initiate appropriate actions, including case creation where required.

• Locate and validate customer accounts using enterprise systems including Salesforce, TSYS, MetaStor, and ActiveStore.

• Verify customer identity using parameters such as name, address, account number, and additional security details.

• Open, update, and close cases accurately in Salesforce with detailed audit‑ready notes.

• Ensure all cases are processed within defined Service Level Agreements (SLAs) across multiple partner queues.

• Identify risk indicators such as account status issues or fraud flags and route cases to relevant teams as required.

• Compliance with internal policies and audit standards.

Desirable Skill Sets:

• Process customer requests for application copies, statements, letters, year‑end summaries, and confirmation documents.

• Retrieve, store, and manage documents following defined retention and audit requirements.

• Coordinate with other teams (Collections, Fraud, Disputes) when documents fall outside scope and ensure proper hand‑off. 

You may be assessed on key essential skills relevant to succeed 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 out of Noida.

Purpose of the role

To support business areas with day-to-day processing, reviewing, reporting, trading and issue resolution. 

Accountabilities

• Support various business areas with day-to-day initiatives including processing, reviewing, reporting, trading, and issue resolution.

• Collaboration with teams across the bank to align and integrate operational processes.

• Identification of areas for improvement and providing recommendations in operational processes.

• Development and implementation of operational procedures and controls to mitigate risks and maintain operational efficiency.

• Development of reports and presentations on operational performance and communicate findings to internal senior stakeholders.

• Identification of industry trends and developments to implement best practice in banking operations.

• Participation in projects and initiatives to improve operational efficiency and effectiveness.

Analyst Expectations

• To meet the needs of stakeholders/ customers through operational excellence and customer service

• Perform prescribed activities in a timely manner and to a high standard

• No people leadership roles at this grade.

• Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of team members.

• Identify escalation of policy breaches as required.

• Take responsibility for customer service and operational execution tasks.

• 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.

• Gain and maintain an understanding of own role, how the team integrates to achieve overall objectives, alongside knowledge of the work of other teams within the function.

• Work within well-defined procedures that may involve a variety of work routines.

• Demonstrate an understanding of the procedures.

• Evaluate and select the appropriate alternatives from defined options.

• Make judgements based on the analysis of factual information.

• Build relationships with stakeholders and customers to identify and address their needs, in support of a smooth operating process, handling sensitive issues as required.

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.