Job Description

Job Title: - Process Advisor Location: Noida About Barclays Barclays is a British universal bank. We are diversified by business, by different types of customers and clients, and by geography. Our businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by our service company which provides technology, operations and functional services across the Group. Risk and Control Objective 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. Working Flexibly We\'re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers\' and clients\' needs. Whether you have family commitments or you\'re a carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life. If you would like some flexibility, then please discuss this with the hiring manager. and your request will be reviewed subject to business needs. Hybrid Working We are currently in the early stages of implementing a hybrid working environment, which means that many colleagues spend part of their working hours at home and part in the office, depending on the nature of the role they are in. We\'re flexible on how this works and it may continue to change and evolve. Depending on your team, typically this means that colleagues spend a minimum of between 20% to 60% of their time in the office, which could be over a week, a month or a quarter. However, some colleagues may choose to spend more time in the office over a typical period than their role type requires. We also have a flexible working process where, subject to business needs, all colleagues globally are able to request work patterns to reflect their personal circumstances These requests will be reviewed and agreed for a period of time i.e., will have a start and end date. Please discuss the detail of the working pattern options for the role with the hiring manager. Introduction: Loss prevention, compliance adherence and customer satisfaction are the primary drivers within the Collections Department (referred to externally as Customer Support). Customer Support assists our card members with the resolution of their past due status through contact by phone, e-mail or through our website. Significant effort is placed on the importance of ensuring an exceptional experience when we interact with our customers. An Account Manager is the company\'s primary interface with customers in arrears. The role includes receiving inbound and outbound calls and solving and/or educating customers on specific account information, concerns and inquiries to make it as easy and as possible to do business with and resolve their delinquency. Please note that this is a mandatory work in office profile colleague needs to be mandatorily residing in Delhi NCR (Delhi, Noida, Faridabad, Ghaziabad) for the fulfilment of duty. What will you be doing . Receive inbound and outbound phone calls from customers and service their needs effectively and efficiently. . Account Managers are also required to Support customers by offering payment options, taking payments, solving problems, and providing excellent service. Other duties include: . Listen actively and establish rapport . Quickly understand and analyse customer needs, listen and actively . Ability to determine appropriate, affordable solutions for customers regarding their personal financial situation. . Display high sense of empathy and understanding concerning customers\' personal situations. . Active listening and ability to apply information provided by customers to support their needs. . Strong analytical skills and the ability to communicate customer account data. . Ability to work in a detail oriented environment and report errors to appropriate levels of leadership. . Use computer software application designed to service customers\' accounts. . Take ownership of any follow-up work necessary to service customer and ensure excellent service. . Adhere to compliance regulations. . Learn and understand the Consumer Loan product and its services. . Consistently meet performance standards set by the Operations Lead. . Ability to multi-task and navigate computer software while communicating by phone. . Displays adequate line of judgement in making decisions appropriate for customer within policy. . Requires thorough knowledge of all program set-up attributes. . Engage with leadership regarding accounts that need escalation. . Speak knowledgably about products and services . Adhere to compliance regulations and security policies . Consistently meet performance standards set by department . Complete additional projects and tasks as assigned . Contribute ideas and recommendations for improvements to the department and company . Can exercise some judgment in carrying out routine assignments with guidelines What we\'re looking for: . Graduate in any discipline . Familiar with Operating Systems (Windows 98/95/2000/NT) . MS Office Application Suite (Preferably Word, Excel & PowerPoint) . Excellent verbal and written communication skills Skills that will help you in the role: . Experience in customer service environment . Excellent track record during past work experience. Where will you be working Noida Be More at Barclays At Barclays, each day is about being more - as a professional, and as a person. \'Be More @ Barclays\' represents our core promise to all current and future employees. It\'s the characteristic that we want to be associated with as an employer, and at the heart of every employee experience. We empower our colleagues to Be More Globally Connected, working on international projects that improve the way millions of customers handle their finances. Be More Inspired by working alongside the most talented people in the industry, and delivering imaginative new solutions that are redefining the future of finance. Be More Impactful by having the opportunity to work on cutting-edge projects, and Be More Valued for who you are. Interested and want to know more about Barclays Visit home.barclays/who-we-are/ for more details. Purpose, Values and Mindset We deploy finance responsibly to support people and businesses, acting with empathy and integrity, championing innovation and sustainability, for the common good and the long term. Our values underpin everything we do: Respect, Integrity, Service, Excellence and Stewardship. Respect We harness the power of diversity and inclusion in our business, trust those we work with, and value everyone\'s contribution. Integrity We operate with honesty, transparency and fairness in all we do. Service We act with empathy and humility, putting the people and businesses we serve at the centre of what we do. Excellence We champion innovation, and use our energy, expertise and resources to make a positive difference. Stewardship We prize sustainability, and are passionate about leaving things better than we found them. Our Mindset shapes how we take action, living by our Values, driven by our Purpose, always with our customers and clients at the heart of what we do our Mindset is to Empower, Challenge and Drive. Empower Trust and support each other to deliver. Make decisions with those closest to the topic. Include diverse perspectives. Celebrate success and learn from failure. Challenge Question whether things can be done better. Use insights based on data to inform decisions. Be curious about how we can adapt and improve. Speak up and be open to alternative viewpoints. Drive Focus on outcomes. Deliver with pace. Be passionate and ambitious about what we do. Take personal responsibility. Actively build collaborative relationships to get things done.

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