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Client Service Executive (Complaints Handling)

Monaco, Municipality of Monaco

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Client Service Executive (Complaints Handling)

Monaco, Municipality of Monaco

Apply for job

Date live: Jan. 26, 2024

Business Area: COO & Functions

Area of Expertise: Relationship Management / Sales

Reference Code: 90382794

Contract: Permanent

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Purpose of role

The role holder will be part of the Digital & Client Services Teamand responsible for providing specialist transactional banking support and expert service to Barclays Bank Monaco clients. The role holder will work closely with Private Bankers, Private Bank Executives and Operations to support clients. Main responsibilities will be:

·Handling client queries and providing world class client service.

·Contacting clients to ensure their requests are accurately captured and performing associated control administration activity.

·Processing certain client notifications.

The role holder will ensure the client receives the highest possible standard of service.

The role holder will have a flexible approach to working hours, being available to work to a rotational shift pattern between the hours of 8:30 am and 6:30 pm Monday to Friday. 

Core accountabilities

Delivering World Class Client Experience

·The role holder will deliver expert transactional or payment banking service to clients using multi-channel communications options, including telephone and email.

·They will contact clients and ensure that we have captured client instructions accurately, demonstrating ownership of all client queries and in accordance with internal procedures.

·The role holder will accurately identify all clients, adhering to policy and Customer Due Diligence regulations.

·They will be the first point of contact for clients who enquire about a payment transaction or static data change notification, demonstrating ownership of all client queries and ensuring proper escalations are taking place.

·They will be expected to own and manage service recovery activities, adhering to the complaints and escalation procedures and maintaining accuracy and quality levels at all times, in order to facilitate client satisfaction.

·They will receive and action multi-channel, multi-currency requests and will be pro-active in achieving set personal and departmental targets.

·They will also participate in other activities of the Client Service Team, such as issuing independent notifications or communications, and handling on demand controls and checks related to the online banking related queries if needed.

·They will be expected to support the activity of mass mailing within the Client Services team with the data treatment, proofreading and remediation tasks.

Governance, Risk and Controls

The role holder will be responsible for ensuring all their client interactions adhere to internal and external policy, procedure and legislation. All mandatory training will be completed and kept up to date and they will ensure any changes in policy, procedure and legislation are appropriately included in their day to day activity. Due to the nature of the clients in this segment and the value of their interactions, this will be a particularly important accountability.

Personal Development

The role holder will demonstrate ownership and pro-active contribution in coaching sessions with their line manager. They will work with their manager to agree a personal development plan to ensure continuous improvement in performance and participate in an ongoing training programme to meet business requirements.

Key clients (internal and external)

The role holder’s key internal clients will be Private Bankers and Private Bank Executives. Their external clients will be Barclays Bank Monaco clients.

Role requirements

The right candidate will have proven knowledge of private banking, as well as broad experience of delivering an excellent level of service to clients. Ideally, the candidate will have experience in working with high net worth clients via remote delivery channels. The candidate will have a good understanding of private client banking propositions and knowledge of internal and external legislation, including Data Protection, Money Laundering, Complaint Handling and Customer Due Diligence.

Academic and Professional Qualifications

The right candidate will have a strong academic background, with university level qualification a plus. The candidate will also have a strong level of computer literacy and proficient keyboard skills, as these are both essential skills for this role.

Language and Communication Skills

The role holder will have:

·Excellent commands of English and French, any other language will be an advantage.

·Previous bank experience is a plus, general knowledge of due diligence and compliance.

·Strong written and verbal communication skills, in order to deliver against our commitment to providing a world class service and drive our dedication to the client experience. The communication demands of the role are high and the role holder may be communicating in English with clients for whom English is not their first language.

·High levels of visual and aural concentration will be required when locating and interpreting screen based information, whilst continuing a dialogue with the client.

Personal Attributes

The right candidate will have:

·an external and internal client focus

·an excellent understanding of day-to-day client needs, across a diverse range of delivery channels

·an understanding of the importance of meeting and exceeding client expectations

·confidence in their ability to talk to clients

·the ability to liaise effectively with counterparts in other areas of the business

·the ability to handle data in large quantities, in a variety of formats, which will be used to satisfy client requirements

·adaptability in approach and attitude

·strong team spirit, motivation, problem-solving and analytical skills

·the ability to work calmly and constructively under pressure

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.

More about working at Barclays

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 click here to learn more.

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.

OWe 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.

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