Essential Banker

As a Barclays Essential Banker, you will be providing an exceptional customer experience by taking ownership of all client queries and acting as the first point of contact for all their day-to-day banking requirements. To achieve this and to deliver customer satisfaction, you will always maintain accuracy and quality levels. You will also be deepening customer relationships to help grow the business and strengthen our brand in the community, while working closely with other colleagues. 

To be successful as an Essential Banker you will require experience with:
•    Excellent customer service skills and experience of operating in a customer-facing role where service is paramount
•    Good communicator and ability to form professional relationships
•    Ability to effectively plan and organise
•    Effective decision making with ability to meet performance standards 

Skills that will help you in the role:
•    Experience working within pre-defined authority levels and guidance
•    Ability to proactively communicate ideas, recommend process improvements and best practice
•    Ability to maximise your time, working proactively to help deliver on customer ambitions

Guernsey

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.

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.