Process Advisor-Collections

Embark on a transformative journey as a Process Advisor – Collections at Barclays, where you'll play a pivotal role in shaping the future. Join us in our mission to safeguard our business and our customers from financial crime risks.

To thrive in this role, you’ll need some previous experience in:

• Experience of working in a customer facing service environment.
• Receive inbound and outbound phone calls from customers and service their needs effectively and efficiently. 
• Ability to determine appropriate, affordable solutions for customers regarding their personal financial situation.
• Support customers by offering payment options, taking payments, solving problems, and providing excellent service.
• Effective communication skills.

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 collaborate with customers and negotiate repayment arrangements on outstanding loans/credit card repayments. 

Accountabilities

• Provision of excellent customer service, adherent to Barclays policies and procedures, by responding and resolving customer requests and inquiries effectively.
• Collaboration with internal stakeholders, including the relevant risk management teams, to align collection activities and comply with regulatory requirements and internal processes.
• Collaboration across functional projects and initiatives to support the broader business operations team.
• Support the business operation function team with day-to-day collection activities including customer service, risk management and compliance.
• Communication to customers with outstanding loans and/or credit card payments to negotiate payment arrangements and resolve any financial delinquencies.
• Maintenance of accurate and up-to-date records of all collection activities, including customer interactions, payment plans and account status updates.
• To collaborate with customers and negotiate repayment arrangements on outstanding loans/credit card repayments.

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.