Specialist Support Analyst

Overview

Provide exceptional customer service while resolving complex customer needs and requests for Barclays’ bank customers.

Accountabilities

• Deliver customer service via chat, email, and phone.
• Resolve complex customer inquiries related to accounts, balances, transactions and payments.
• Develop and implement customer‑care procedures and controls to mitigate risks and improve efficiency.
• Collaborate with teams across the bank to align and integrate customer‑care processes.
• Identify improvement areas, recommend changes, and provide coaching to colleagues.
• Generate and present customer‑care performance reports to senior stakeholders.
• Monitor industry trends and best practices to enhance customer‑care effectiveness.

Analyst Expectations

• Deliver specialist advice and support to stakeholders in a timely, high‑standard manner.
• Manage own workload, implement systems...