Job Description

Purpose of the role

To provide customer support and resolution of client inquiries and issues through various channels, ensuring a seamless and consistent experience for every customer. 

Accountabilities

• Support to clients with everyday banking tasks such as deposits, withdrawals, transfers, bill payments, as well as updating personal information, contact details and account preferences.
• Provision of support to clients with products and services, such as online banking, mobile app functionalities, and any technological difficulties related to their bank accounts, explaining the key features, benefits, and other comparisons that might suit their needs.
• Guidance to new customers through account opening procedures, explanation of account terms and conditions, and setting up of online access and other services.
• Management and maintenance of client relations by resolving various customer concerns and inquiries, including account balances, statements, transactions, fees.
• Maintenance of confidentiality and security of client data by following strict data security protocols and ethical practices.
• Provision of timely updates on changes in banking policies, fees, and product offerings through various channels like email, newsletters, and online announcements.
• Education of clients about financial concepts, budgeting, and responsible banking practices through workshops, webinars, and educational materials.

Analyst Expectations

• To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
• Requires in-depth technical knowledge and experience in their assigned area of expertise
• Thorough understanding of the underlying principles and concepts within the area of expertise
• They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
• OR for an individual contributor, they develop technical expertise in work area, acting as an advisor where appropriate.
• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team’s operational processing and activities.
• Escalate breaches of policies / procedure appropriately.
• Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex / sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.

Join us as a Client Service Executive in our Private Banking team based in Dublin.   

The Private Bank Client Services (PBCS) team operates within the Private Bank Chief Operating Office. The team has regular direct contact with PB clients, whom our Banking partners expect us to service professionally, efficiently and to the highest standards. The PBCS team work closely with many stakeholders, delivering change, testing solutions and contributing to projects in an impactful way.

The primary objective of the role is to deliver exceptional client service across multiple channels and to achieve our ambition of delivering market leading service to our clients. A key component of the role will be effective risk management, promoting confidence in the service delivered to both internal and external clients. The role holder will work in a performance driven environment within Client Services.

What you will be doing:

• The role holder will be responsible for providing specialist transactional and technical banking support as well as expert digital advice across Client Services
• The role holder will be responsible for ensuring compliance with all relevant Barclays policies and procedures and be able to evidence effectiveness of all controls at all levels
• Acting as an escalation point for complex issues where there may be client risk or detriment
• Striving to exceed customer expectations and being empowered to deal with customer requests
• Collaborate with colleagues and line management to achieve role objectives, communicating regularly with Operational Team Managers to ensure information is relayed or decisions made as required

Essential Skills/Basic Qualifications:

• Experience of working in financial services
• Good business acumen and excellent English Language skills
• Excellent skills with Microsoft Office applications (Excel, PowerPoint, Word, Outlook) as these are essential skills

Desirable skills/Preferred Qualifications:

• Excellent communication skills
• Ability to solve simple and complex problems for customers
• Excellent organisational skills

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job-specific technical skills.

This role is based in Dublin.