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Date live: May. 11, 2023
Business Area: COO & Functions
Area of Expertise: Operations
Reference Code: 90364802
Salary / Rate USD 44000 to 58000
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Fraud Resolutions Analyst
As a Barclays Fraud Resolutions Analyst, you’ll work closely with the Team Manager and be responsible for working reports, making customer contact through inbound and outbound channels to service account needs, identifying the root cause and effectively providing remediation to customer concerns while adhering to the policies and procedures from Disputes, Fraud Detections, and Fraud Investigations. Priorities will shift as new trends are identified and you must be willing to adapt to frequent changes and put lower priority items to the side.
Salary / Rate Minimum: $44,000.00
Salary / Rate Maximum: $58,000.00
The minimum and maximum salary/rate information above include only base salary or base hourly rate. It does not include any another type of compensation or benefits that may be available.
Barclays is one of the world's largest and most respected financial institutions, with 329 years of success, quality, and innovation behind us. We've helped millions of individuals and businesses thrive, creating financial and digital solutions that the world now takes for granted. An important and growing presence in the USA, we offer careers providing endless opportunity.
We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognizes 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.
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
Please discuss the detail of the working pattern options for the role with the hiring manager.
What will you be doing?
• Receiving inbound and placing outbound phone calls to customers in an effort to service account needs effective and efficiently while delivering a high level of professional service
• Understanding and analyzing customer needs by using active listening skills
• Completing extensive account reviews when researching for remediation for customer needs
• Taking full responsibility and ownership at initial contact or any follow-up work necessary to service the customer needs ensuring all questions are resolved in their entirety
• Adhering to compliance regulations and Fraud Operations policies and procedures as designated by the line of business
• Being able to exercise judgement in carrying out assignments
• Communicating both verbally and in writing in a professional and accurate manner
• Carrying out additional projects and tasks as assigned
What we’re looking for:
• Minimum of one-year experience at Barclays
• Proven performance; minimum 3.0 MPA for 6 months
• Capacity to meet or exceed all KPI requirements on Quarterly Incentive
• Trained in, all swim lanes for Detections, or Disputes, Deposits or Investigations
Skills that will help you in the role:
• Experience in providing presentations/public speaking
• Knowledge and expertise in one or more of the following, Disputes, Fraud Investigations or Detection
• Proficiency in Word processing/WordPerfect/Word
Where will you be working?
You will be working at Barclays Services, Henderson, NV’s fully Operational Customer Contact center, where the best meet to build careers full of scope, variety, and reward. Supporting the banking and financial solutions of today’s demands, answering tomorrow’s questions, and redefining the future of customer support in finance.
USD 44000 to 58000
Barclays offers corporate and investment banking and credit card services in the US. Our 10,000 US colleagues are located in offices across the country, with headquarters in New York City, a world-class campus in Whippany, New Jersey hosting our Technology and Functional Teams, and sites in Nevada and Delaware supporting our contact center operations.
We're committed to providing a supportive and simplified experience for our candidates throughout the application and assessment process. Here, you will find information about what to expect and some guidance around your assessment and interview.
While the application process depends on the role, there are some constant steps, which are;
Step 1 - Your application
Step 2 - Your assessment
Step 3 - Your interview
Step 4 - Next steps
We aim to create an inclusive work environment where everyone can reach their full potential. If you require any adjustments to our recruitment process, please let us know as part of your application.
Find out more information here.
Barclays offers a diverse, inclusive and engaged culture. A place where people can bring their whole selves to work and be respected for who they are, valued for what they do and celebrated for their contribution to our business and our community.
We are an equal opportunity employer and 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.
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.
This is the spirit of Barclays. It’s why we exist, what we believe and how we behave. But most importantly, it’s how we make decisions, take action and get things done.
We exist to provide responsible finance to people and business – but also a whole lot more.
We believe great talent RISES. It acts with Respect, Integrity, Service, Excellence and Stewardship.
We discover our full potential through our desire to Empower, Challenge and Drive each other.