Process Advisor

Role & responsibilities

Key Accountabilities

Take ownership of cases as defined in Barclays Group Minimum Standards.

To effectively investigate cases with varying degrees of complexity and know when to escalate cases of a high degree of complexity and ambiguity.

To engage and take ownership of the case putting yourself in the customers shoes

To capture accurate information and details through the case handling process to allow effective analysis of the case in a timely manner.

To maintain and manage individual tasks daily to ensure that case related tasks are dealt with effectively and within relevant timescales.

To clearly communicate requirements to other business areas when information is required to resolve case

To personally embrace change and share best practise with colleagues.

Use a high level of attention to detail to complete tasks right first time, every time, ensuring the On-Boarding Teams right first time targets are met for all tasks.

Adhere to organizational wide information security policies and procedures. Assist Team Manager /Process Expert in administration of the section, including organising workflow, queue management and query resolution

Decision-making and Problem Solving

Has good understanding of customer service and should have problem solving approach to be able to offer first call resolution to the customers

Maintains good customer relations

Excellent attention to details with high standards of quality in work

Is accountable for deliverables and works well in a team and maintains good relations with team members

Essential Skills/Basic Qualifications:

Graduate/post-graduate in any discipline

Flexibility in hours of work and ability to work in changing shifts patterns

Demonstrable knowledge and experience of delivering exceptional Customer Service

Desirable skills/Preferred Qualifications:

Experience of KYC Operational Background/Experience of working with Financial Crime/ Onboarding Requirements

Graduate/post-graduate in any discipline (Fresher’s applicable however preferably Graduate Fresher)

Strong Written and Verbal Communication skills