Credit Analyst

.

Purpose of the role

To review customer requests and support the resolution process by remediating the issue or taking further actions when required. 

Accountabilities

• Management of customer or client requests related to accounts, products, and services, and advising them on actions to remediate the issues.
• Collaboration with teams across the bank to promote, integrate and educate the customer request process.
• Management and maintenance of customer records and documentation to ensure accuracy.
• Participation in training and development initiatives to improve customer skills, knowledge, and services.
• Identification of industry trends and developments related to customer request handling to implement best practice in customer care.
• Execution of escalation requests to the relevant team or senior management as required in a timely manner.
• To review customer requests and support the resolution process by remediating the issue or taking further actions when required.

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.
• Flexibility with Schedule: Ability to work evenings and weekends 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.