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Customer Service Advisor - Financial Difficulty

Company: Barclays    Location: Manchester

Job Summary

Location: Manchester, Piccadilly Place

Type: Permanent (35 hours - 5 days a week)

Core Hours:

8am - 9pm Monday - Friday

8am - 6pm Saturday (Every other weekend)

Customer Home Assistance deals with Customers in Long and Short term financial difficulties. Outside of the main telephony, there are several Specialist Teams including Buy to Let, Customer Support Team, Pre arrears and Litigation. These teams specifically support customers at certain points in the Customer journey whilst they are in financial difficulties. Fully understanding Customers financial Circumstances allows us to offer the Customer the most appropriate support to bring their account back up to date and in a more stable position.

Your role

  • Resolving customer, colleague and other queries, dealing with unique and complex tasks and processing complex transactions in accordance with company policy and procedures to deliver excellent customer service and achieve performance targets.
  • Working with customers to resolve potentially complex financial and/or emotional situations and negotiate repayment terms to achieve the best outcome for the Bank and the customer on accounts.
  • Proactively identifying and escalating fraudulent accounts to reduce losses to the Bank.
  • Acknowledge and resolve customer complaints at the first point of contact where possible in accordance with company policy to prevent complaints from escalating.
  • Escalating complaints, issues and problems to the team leader or relevant channel to achieve the best possible outcome for the customer and the business in line with Regulation, Barclays policy and best practice.
  • Working with colleagues and areas across the organisation to enable the delivery of consistently high standards of seamless customer service and achievement of customer service targets.

Essential Skills/Basic Qualifications:

  • Excellent English, verbal and written
  • Maths GCSE or equivalent
  • Ability to use multiple systems

Desirable skills/Preferred Qualifications:

  • Previous Collections or Call centre experience
  • Used to working in a fast paced environment

About Us

Barclays is a transatlantic consumer, corporate and investment bank offering products and services across personal, corporate and investment banking, credit cards and wealth management, with a strong presence in our two home markets of the UK and the US. Our goal is to become the bank of choice by providing superior services to customers and clients and supporting our stakeholders via a commercially successful business that generates long-term sustainable returns.

Risk and Control Objective

All Barclays colleagues have to ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards.

Your Application

To be considered for this role, click on the apply button now.

Barclays Values & Diversity

Dynamic working gives everyone at Barclays the opportunity to integrate professional and personal lives, if you have a need for flexibility then please discuss this with the hiring manager. We are an equal opportunity employer and we are opposed to discrimination on any grounds. It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, colour, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.

Job Type: Full-time

Salary: £19,665.00 /year