Overall purpose of role

Loss prevention, compliance adherence and customer satisfaction are the primary drivers within the Collections Department.  Collections assists our card members with the resolution of their past due status through contact by phone, e-mail or through our website.  Significant effort is placed on the importance of ensuring an exceptional experience when we interact with our customers.  A Customer Specialist – Collections agent is the company's primary interface with existing and potential customers.  The role includes receiving inbound and outbound calls and solving and/or educating customers on specific account information, concerns and inquiries to make it as easy and as possible to do business with and resolve their delinquency.

Key Accountabilities

•         Receive inbound and outbound phone calls from customers and service their needs effectively and efficiently. Agents are required to offer payment programs and solve customer problems which includes the understanding of all required computer software applications.
•         Understand the appropriate Policies & Standards applicable to my role through reading the Code of Conduct and other training allocated to me. Where responsible for risks and controls ensure that these are appropriate and fit for purpose.
•         Agents are required to take ownership of any follow-up work necessary to service customer and ensure that nothing slips through the cracks; actively listen and establish rapport with customers; and consistently meet performance standards set by the department.
•         Agentswill be expected to exercise some judgment in carrying out routine assignments with guidelines but will receive specific instructions on unusual situations or matters that depart from established procedures; complete additional projects and tasks as assigned; and contribute ideas and recommendations for improvements to the department and company.

Measures

•         Agents will complete and understand all mandatory training before/on deadline within the given timeframes.
•         Where applicable, all key risks should be identified, tracked, logged and managed as per the Risk Framework procedures.
•         Where applicable, all key controls should have identified owners with audit trails of regular review and maintenance along with supporting records.
•         Where applicable, all risk events (incidents) or control failures will be escalated, investigated, reported and fixed at root cause to prevent reoccurrence.
  
  

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.

 

Basic Qualifications:

•         High School Diploma or GED
•         1+ years of experience in Customer Service
  
  

Preferred Qualifications:

•         Banking, collections, credit card experience or an advanced degree is a strong plus
•         Team player with strong attention to detail who is a quick learner and self-motivated
•         Excellent oral communications skills (grammar, positive tone, active listening, negotiation, etiquette, empathy, confidence) and written skills (spelling, logical thought processes and sentence construction, appropriate word choice)
•         Extremely customer-focused, positive, professional attitude with strong PC and Internet capabilities

About Barclays

Barclays is a transatlantic consumer, corporate and investment bank offering products and services across personal, corporate and investment banking, credit cards and wealth management, with a strong presence in our two home markets of the UK and the US. Our goal is to become the bank of choice by providing superior services to customers and clients and supporting our stakeholders via a commercially successful business that generates long-term sustainable returns.

Our two clearly defined divisions, Barclays UK and Barclays International, provide diversification by business line, geography and customer, enhancing financial resilience and helping to contribute to the delivery of consistent returns through the business cycle. We have a strong core business with exciting prospects, well positioned to deliver long-term value for our shareholders.

The businesses are supported by The Group Service Company. This delivers critical infrastructure services and enhances operational continuity for our business units, it is a centre of excellence for services required by the business, such as fraud management and cyber security, reducing duplication and promoting best practice across our businesses.

Consistent with the objective of delivering long-term sustainable value for all our stakeholders, we have developed our Shared Growth Ambition – our approach to citizenship and the sustainability of the business model we operate. The aim is to make decisions and do business that provides our clients and customers, and the communities which we serve, with access to a prosperous future.

The delivery of our strategy is underpinned by the energy, commitment and passion of our people, and we are clear on our common purpose: creating opportunities to rise. We are a company of opportunity makers working together to help people rise – customers, clients, colleagues andsociety.

About Barclays in the US

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. In 2017, Barclays announced plans to create a world-class campus in Whippany, New Jersey, for our Technology, Operations and Functional teams in the US. Other principal locations include Delaware, Nevada, Ohio and Maine.

About Collections

Collections is a unit with purpose to support our customers when they have difficulty in paying their consumer card in a timely manner. Collections Management and Support Services are comprised of three pillars. These pillars functions are non-customer facing which is the support staff that handles all the back-off tasks. The 2nd pillar is Customer Facing which manages the phone lines to support the agents, debt management agencies and our military personal. The final pillar is the Facilitator which is unique in supporting Operations.

Barclays EEO

It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, 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.

Dynamic working gives everyone at Barclays the opportunity to integrate professional and personal lives, if you have a need for flexibility then please discuss this with the hiring manager.

Purpose and Values

Barclays has a single cross-business Purpose for Barclays and five core Values which underpin it.

Our Purpose is to create opportunities for people to rise- customers, clients, colleagues and society. Put simply this is the answer to the question ‘What is Barclays for?' and it should guide our every action as employees.

Respect

We respect and value those we work with, and the contribution that they make.

Integrity

We act fairly, ethically and openly in all we do.

Service

We put our clients and customers at the centre of what we do.

Excellence

We use our energy, skills and resources to deliver the best, sustainable results.

Stewardship

We are passionate about leaving things better than we found them.

PandoLogic. Category:Customer Service, Keywords:Customer Service Representative, Location:Boulder City, NV-89006