Moment Banker

Moment Banker | Barclays | Guernsey

Join us as a Moment Banker and play a key role in delivering a friendly, professional service to our clients. You’ll build positive relationships by listening carefully, understanding needs, and connecting clients with the right specialist at the right time, so we can work together as one team to help them achieve their goals.

As the first point of contact for day-to-day banking needs, you’ll support clients through a variety of channels — primarily face-to-face, but also by phone, email, or letter. You’ll take ownership of queries and work to resolve them quickly and accurately, following our guidance and processes to ensure the best outcome for the client.

You’ll also play an important part in handling customer feedback and resolving concerns, ensuring every interaction leaves a positive impression. By maintaining accuracy and attention to detail, you’ll contribute to great customer experiences and the smooth running of our operations.

This is a role where you can make a difference every day — whether that’s by helping a client with a simple request, guiding them through a bigger decision, or spotting opportunities to improve how we do things.

Essential Skills/Basic Qualifications:

• Demonstrates excellent customer service skills, with a strong focus on delivering high-quality client outcomes
• Possesses strong verbal and written communication skills, with the ability to engage effectively with a range of stakeholders
• Proven experience in a customer-facing role, with the ability to build and maintain professional relationships

Desirable Skills/Preferred Qualifications:

• Experience dealing with vulnerable customers, demonstrating empathy, patience, and appropriate support
• Previous cash handling experience, with a strong focus on accuracy and compliance
• Ability to work proactively and manage time effectively, prioritising tasks to maximise productivity

This role is based in Guernsey.

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.

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 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.