Job Description

Purpose

Provide a first class experience for clients taking ownership of all day to day banking requests, queries and complaints liaising or escalating where appropriate to other areas.

Pro-actively identify opportunities to support the branch in achieving personal and departmental targets for sales, productivity, digital, quality and accuracy.

Use local knowledge, networking, presence in the community, data and insight effectively to deliver financial support to clients in the local market.

Ensure good governance controls to protect customers and Barclays interests, ensuring all activities are carried out in full compliance with regulatory requirements, Barclays Operational Risk Framework and internal Barclays Policies and Standards.

Accountabilities

• Undertake required servicing, sales and transactional processing in accordance with procedures
• Develop and grow customer relationships and strengthen the Barclays brand in the community ensuring that clients benefit from the full range of Barclays’ products and services
• Analyse client requests and devise appropriate responses across a broad spectrum of areas including risk and operational issues in line with Bank procedures, escalating where necessary
• Role model digital immersion to ensure Barclays remains relevant for its clients. Use digital assets to create capacity and convenience for colleagues and clients
• Maintain good governance controls to protect customers and Barclays interests at all times by ensuring that all activities are carried out in full compliance with regulatory requirements, Barclays Operational Risk Framework and internal Barclays Policies and Standards

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.

Essential Banker | Barclays | Isle of Man.

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 branch customers and 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 ambition
• Experience supporting vulnerable customers.

This role is based on the Isle of Man.

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.