Digital Specialist Support

Purpose of the role

To review customer requests and support the resolution process by remediating the issue or taking further actions when required. 

Accountabilities

• Management of customer or client requests related to accounts, products, and services, and advising them on actions to remediate the issues.
• Collaboration with teams across the bank to promote, integrate and educate the customer request process.
• Management and maintenance of customer records and documentation to ensure accuracy.
• Participation in training and development initiatives to improve customer skills, knowledge, and services.
• Identification of industry trends and developments related to customer request handling to implement best practice in customer care.
• Execution of escalation requests to the relevant team or senior management as required in a timely manner.
• To review customer requests and support the resolution process by remediating the issue or taking further actions when required.

Assistant Vice President Expectations

• To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/ business divisions.
• Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes
• 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 will lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will identify new directions for assignments and/ or projects, identifying a combination of cross functional methodologies or practices to meet required outcomes.
• Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
• Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda.
• Take ownership for managing risk and strengthening controls in relation to the work done.
• Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy.
• Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, solve problems creatively and effectively.
• Communicate complex information. 'Complex' information could include sensitive information or information that is difficult to communicate because of its content or its audience.
• Influence or convince stakeholders to achieve outcomes.

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 at Barclays Private Bank as a Digital Specialist Support responsible for bespoke digital banking support for clients & colleagues across Barclays Private Bank Fiduciaries, Funds and Family Office relationships.  

To be successful as a Digital Specialist Support you should have experience with: 

• Relationship management within a customer-facing role within the financial industry, enhancing client experiences through delivery of a world class service. 

• Dealings with complex customer digital banking, servicing and online cash management, with a deep understanding of digital banking platforms to troubleshoot and manage resolve in a fast-paced environment. 

• Experience working with clients within Fiduciaries, Funds, Family Office and/or corporate business segments. Understanding unique needs with an ability to build trust and credibility with clients.  

Some other highly valued skills may include:

• Experience working within a specialist field as a subject matter expert.

• Understanding of accessibility best-practice for digital products and services.

• Strong analytical skills and a Methodical approach with good attention to detail. 

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 Jersey, Guernsey and Isle of Man.