Payment Specialist

Join us as a Payment Specialist within the existing Customer Inbound Retention Team, you will primarily be taking inbound contacts from our existing SME clients, acting consultatively as a payments expert; providing first class service and support. Your role is to retain, delight and grow your client’s business, maximising returns in order to achieve challenging targets. As a Payment Specialist you will be skilled in developing strong relationships with both internal and external stakeholders at a variety of levels of an organisation, engaging in both day to day conversations and strategic often complex, negotiations. 

To be successful in this role, you will have:

• Verbal and written communication skills at all stakeholder levels.
• Interpersonal skills to include, experience in achieving credibility and building strong client relationships at all levels.
• Strong negotiation skills and a successful track record of increasing business performance amongst clients with the ability to negotiate and ‘close a deal’ successfully with maximum business benefit.
• Understanding of working within an income based operating model.
• Ability to adapt and prioritise in a fast-paced environment.
• The ability to adapt to change.

Desirable skills include:

• Experience in the Business to Business Financial Services Sector.
• Knowledge of relevant third party suppliers (e.g. technology), partners and key competitors.
• Fully aware of Industry trends (UK and overseas).
• Working knowledge of payment acceptance schemes, their drivers, industry dynamics and interchange.
• Knowledge of Barclaycard products/solutions.

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 Northampton

Purpose of the role

To generate revenue and promote the bank's diverse product and service offerings to various customer segments. 

Accountabilities

• Identification of potential customers, analysing their needs and preferences, and staying abreast of emerging market trends and competitor strategies.
• Creation of detailed profiles for target customer segments, outlining their demographics, financial habits, and pain points to tailor sales approaches and product recommendations.
• Relationship management of potential and existing customer relations through the execution of high-quality customer support, by responding to queries and resolving issues, gaining their customer trust, and understanding their financial goals and challenges.
• Understanding of the features, benefits, risks, and compliance requirements of various banking products and services offered. Understanding of the key features, benefits, risks, enhancements, and regulatory requirements of new and existing banking products, and communicate insights clearly to potential customers to address their financial needs.
• Development of compelling sales pitches and proposals that showcase the value proposition of the bank's offerings to convert leads into customers, and negotiation of terms that are beneficial for both the client and the bank.
• Collection and analysis of customer feedback on various products, services, and overall experience, to support the development of reports that communicate key findings to relevant stakeholders, to inform product development and sales strategies.
• Monitoring of lead conversion rates, customer acquisition costs, and other relevant metrics to assess sales performance and identify areas for improvement.

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.