Job Description

Job Title Process Advisor
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
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\xe2\x80\x99re 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\xe2\x80\x99 and clients\xe2\x80\x99 needs. Whether you have family commitments or you\xe2\x80\x99re 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.

Introduction:

• To effectively and efficiently respond to customer calls/make outbound calls to customers, reply to their queries and resolve issues
• To ensure the quality of output and accuracy of information is maintained

What will you be doing?

• Deal with customer queries and ensure appropriate resolution is offered to be able to manage customer experience and NPS (Net Promoter Score)
• Handle customer requests with the support of clearly defined scripts and processes. Adhere to the Service Level Agreements specified by the client / process and ensure adherence to time schedules
• May have the authority to release and verify funds across a variety of systems used by the department. Deal with customers and may be required to identify, log and escalate complaints and resolve queries by tracking them internally and escalate upwards if necessary
• Responsible for the management of own daily workload, to ensure telephone enquiries / queries are dealt with in an efficient and knowledgeable manner to meet the demands of the business grades of service and ensuring that all unresolved cases / queries are allocated to the respective areas
• Responsible for identifying potential loss situations promptly escalating to the relevant areas to minimise the risk to the business and the customer
• Adhere to organizational wide information security policies and procedures. Assist Team Manager / Process Expert in administration of the section, including organising workflow, queue management and query resolution
• Identifying & mitigating possibility of Fraud for new / existing customers on multiple portfolios
• Analyse fraudulent applications / transactions and challenge accounts / activities / calling party(s) where it is/they are believed to be fraudulent
• Using initiative and investigating suspicious activity to reduce fraud losses
• Analyse and interpret data from various sources/applications/caller signs
• Actively involved with problem solving and dealing with contentious issues whilst maintaining excellent customer service/satisfaction
• Dealing with and resolving all internal customer queries
• Liaise and work with other areas within the Fraud department
• Limit losses to Barclaycard and the Bank through different channels including applications and plastic card products whilst at the same time maintaining an excellent level of customer service
• Maintain knowledge and expertise on Fraud trends
• Provision of Intelligence to Fraud Strategy, SPIT and ability to improve process
• Understand Complaint rationale, and to complete root cause analysis where necessary
• Acknowledging customer complaints, dealing with dissatisfaction FPOC to assuage customer concerns and attempt to resolve them using knowledge & expertise while correctly logging the complaint and escalating if the need arises
• Complying with all mandatory controls and governance/compliance regulations
• Empowered to make final judgment calls on ID&V fails, complex queries
• Manage complex queries in real time \xe2\x80\x93 Fraud and Authentication subject matter expert
• Service Inbound / Outbound calls to obtain information to support case decisioning and customer fraud case queries
• Provide excellent customer services whilst explaining & maintaining Fraud Decisions
• Build excellent relationships with National Account Holders
• Adhere to the Service Level Agreements specified by the client / process
• Ensure adherence to time schedules
• Responsible for management of own daily workload, to ensure telephone enquiries / queries are dealt with in an efficient and knowledgeable manner to meet the demands of the business grades of service
• Ensuring that all unresolved cases / queries are allocated to the respective areas
• Responsible for identifying potential loss situations promptly escalating to the relevant areas to minimise the risk to the business and the customer
• Assist Team Manager / Process Expert in administration of the section, including organising workflow, queue management and query resolution
• Deal with ad hoc tasks relating to fraud issues as and when required, working within an agreed timeframe
• Preference to colleague who have chargeback/Disputes knowledge
• All candidates to be screened and selected by Disputes Line managers.
• To support Fraud Operations related initiatives as and when required
• Keep up to date with all governance and mandatory training
• Adherence to local & business policies and procedures
• Communication of risk both with immediate team and up the line

What we\xe2\x80\x99re looking for:

• Effective communication skills
• Minimum B2 12 English Language Fluency(CEF)
• Under-Graduate/Graduate/Post-Graduate in any discipline (Fresher\xe2\x80\x99s applicable however preferably Graduate Fresher)

Skills that will help you in the role:

• Experience of working in a customer facing service environment
• Flexibility in hours of work and ability to work changing shifts patterns
• Preference to colleague who have chargeback/Disputes knowledge
• Fraud Industry and Cyber Crime Knowledge(Fraud Specific)

Where will you be working?
Chennai

Be More at Barclays
At Barclays, each day is about being more \xe2\x80\x93 as a professional, and as a person. \xe2\x80\x98Be More @ Barclays\xe2\x80\x99 represents our core promise to all current and future employees. It\xe2\x80\x99s 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.

Barclays