Job Description

Job Title: Case Manager Location: Chennai 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 Take ownership for managing risk and strengthening controls in relation to the work you do. 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 Structured hybrid role: At Barclays, we offer a hybrid working experience that blends the positives of working alongside colleagues at our onsite locations, together with working from home. We have a structured approach where colleagues work at an onsite location on fixed, \'anchor\', days of the week, for a minimum of two days a week or more, as set by the business area (or nearest equivalent if working part-time hours). Please discuss the working pattern requirements for the role you are applying for with the hiring manager. Please note that as we continue to embed our hybrid working environment, we remain in a test and learn phase, which means that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business. Introduction: To work in a team environment for customer relations based on processing of instructions within agreed timelines by combining analysis and judgment with speed & accuracy to consistently provide a high-level customer service.. The role holder may be required to work flexibly across a variety of different activities. Activities include investigation of both customer complex queries and complaints. Use personal initiative in developing resolutions to complaints by written and telephony contact with customers, ensuring solutions satisfy both the customer and the business What will you be doing Logging of complaint, concern or query for identified customers through various financial projects requirements in accordance to approved process and procedures, international regulations and within pre-agreed service levels and with speed and accuracy -Case Management . Take ownership of complaints, as defined in Barclays Group Minimum Standards. . To effectively investigate and know when to escalate complaints of a high degree of complexity and ambiguity. . To engage and take ownership of the complaint putting yourself in the customers shoes. . To capture accurate information and details through the complaint handling process to allow effective analysis of the complaint in a timely manner. . To maintain and manage individual tasks on a daily basis to ensure that complaint related tasks are dealt with effectively and within relevant timescales. Use strong problem solving and team working skills to resolve complex, high-priority cases, while ensuring the regulatory requirements are always met. . To clearly communicate requirements to other business areas when information is required to resolve complaint . 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 CR Team\'s targets are met for all tasks. . With the guidance of your Team Leader provide effective feedback to other areas of business and suggest improvements that can be made to enhance the customers experience and deliver the right outcome. . Achieve/exceed challenging customer service and performance targets. What we\'re looking for: . Under-Graduate/Graduate/Post-Graduate in any discipline (Fresher\'s applicable however . preferably Graduate fresher) . Experience of working in a customer facing service environment . Flexibility in hours of work and ability to work changing shifts patterns Skills that will help you in the role: . MS Office Applications (preferably, Excel, word & PowerPoint) . Exposure on complaint handling Where will you be working Chennai 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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