Senior Advisor

Step into the role of Senior Advisor at Barclays, where you'll play a pivotal role in shaping the future. In this pivotal role you will manage operations within a business area and maintain processes, risk management initiatives, and compliance with relevant regulators. You will take ownership of your work, ensuring it aligns with the relevant rules & regulations, and codes of conduct.

 You will focus on supporting and delivering exceptional customer support by resolving complex queries across multiple communication channels while ensuring compliance with regulatory and operational standards. The role requires strong communication, sound judgement, and the ability to collaborate with internal stakeholders to provide a seamless customer experience within Barclays.

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

• Manage customer interactions across phone, e-mail, and digital channels, delivering timely and accurate resolutions for complex surveys requests.

• Investigate customers enquiries related to banking products, account servicing, transactions, payments, and KYC requirements while ensuring adherence to internal policies.

• Collaborate with cross-functional teams to resolve customers issues, identify process improvement opportunities, and enhance service delivery.

• Maintain accurate records of customer interactions and ensure all activities comply with regulatory, risk, and operational control requirements.

• Build strong relationships with customers and internal stakeholders while handling sensitive situations with professionalism, empathy, and accountability .

Desirable skills set:

• Experience in pure voice-based customer service role, demonstrating strong verbal communication, active listening, empathy, call handling, and the ability to resolve customer queries efficiently while maintaining high service standards.

• Experience in telephony or contact centre operations within the banking or financial service industry.

• Good understanding of banking products, customer servicing processes, and KYC requirements.

• Excellent problem solving, analytical thinking, and decision-making abilities with strong attention to detail.

You may be assessed on key essential 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 out of Noida.

Purpose of the role

To support the customer care team and deal with customer needs/requests through the provision of effective communication and attention to detail. 

Accountabilities

• Management of customer requests and enquiries through various communication channels including chat, email and phone.
• Provision of detail orientated and time efficient information to customers regarding their accounts, products, and services.
• Management of customer complaints and issues and escalating complex issues to senior customer care representatives when required to provide a resolution.
• Participation in training and development initiatives to improve customer skills, knowledge and services.
• Identification of industry trends and developments to implement best practice in customer care.
• Management and maintenance of customer records and documentation to ensure compliance and accuracy.
• To support the customer care team and deal with customer needs/requests through the provision of effective communication and attention to detail.

Analyst Expectations

• To meet the needs of stakeholders/ customers through specialist advice and support
• Perform prescribed activities in a timely manner and to a high standard which will impact both the role itself and surrounding roles.
• Likely to have responsibility for specific processes within a team
• They may lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources. They supervise a team, allocate work requirements and coordinate 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 manage own workload, take responsibility for the implementation of systems and processes within own work area and participate on projects broader than direct team.
• Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of closely related teams.
• Check work of colleagues within team to meet internal and stakeholder requirements.
• Provide specialist advice and support pertaining to own work area.
• 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 all teams in area contribute to the objectives of the broader sub-function, delivering impact on the work of collaborating teams.
• Continually develop awareness of the underlying principles and concepts on which the work within the area of responsibility is based, building upon administrative / operational expertise.
• Make judgements based on practise and previous experience.
• Assess the validity and applicability of previous or similar experiences and evaluate options under circumstances that are not covered by procedures.
• Communicate sensitive or difficult information to customers in areas related specifically to customer advice or day to day administrative requirements.
• Build relationships with stakeholders/ customers to identify and address their needs.

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.