Customer Remediation

Customer Remediation & Lending Analyst 

Contract length: 6 Months

Location: Northampton

Department: Customer Remediation

Job type: Contract

Hours: 35 per week (Monday to Friday)

Overall Purpose of Role:

This role plays an important part in the development and delivery of projects within the Customer Remediation Portfolio. The Modelling and Assurance Analyst will work as part of a virtual team of product, subject matter, and change specialists to facilitate the delivery and assurance of projects to compensate customers when the Bank has got things wrong. This is a role that balances commerciality with customer centricity to ensure an outcome is fair for the Bank and for the customer, as we rectify problems of the past as efficiently and accurately as possible. Each project will be different, it will involve different products, different Bank systems, different groups of customers and different issues that need to be fixed. What stays the same is how the Modelling and Assurance Analyst uses their analytical skills to ensure impacted customers are provided with the right amount of financial redress in a timely manner The role holder will be part of a team of Modelling and Assurance specialists, supporting each other’s development, sharing best practice and looking to continually evolve the way that we do things in the team. 

Key Accountabilities:

Work with the project team, stakeholders and SMEs in the business to develop a thorough understanding of the problem at hand, including a technical understanding of the system the product sits on. 

Look for opportunities to continuously improve processes, methodologies, and tools and roll these out across the team.

Understand the Principles and Methodology used for defining the population of impacted customers and designing a calculation to put impacted customers back into the position they would have been in had the issue not occurred

Under supervision, contribute to the Modelling Policy Document, a key artefact used to define the granular, technical details of the calculations used to produce and execute financial redress outcomes for customers.

Contribute to defining the requirements for and under supervision, work with targeted data sets to analyse financial redress outcomes and their various components

Contribute to the detailed Quality Assurance reports used to convey the outcome and overall conclusions of a piece of assurance work to the Programme Director and other Key Stakeholders

Contribute to the Project Closure Document used to assure that all actions for the population of impacted customers have been completed, allowing the project to be closed.

Essential Skills/Basic Qualifications:

A high level of numeracy with respect to products in financial services, including the ability to analyse and reconstruct their historic performance.

Practical experience of working with, manipulating and analysing data sets to draw conclusions and communicate them to Key Stakeholders

Strong written and verbal communication skills including the ability to contribute to policy documents, business requirements documents and / or quality assurance reports.

Strong interpersonal skills and a track record of communicating with and influencing Key Stakeholders AVP and VP level

Experience in breaking down complex, technical problems and communicating them in an accessible way, to allow robust decision making

Working knowledge from experience of Credit based products and how they are managed, including but not limited to credit cards, commercial and retail mortgages, overdrafts, unsecured lending, retail finance etc.

Comfortable using the Microsoft Office suite of products, particularly Microsoft Excel, Access, Word, and PowerPoint

Willingness to participate in an environment of continuous improvement, challenge the status quo with creative, innovative ideas and speak up in a constructive way when you see something that does not look right

Ability to work effectively on your own and as part of a team

About Barclays

Barclays is a British universal bank. It is diversified by business, by different types of customers and clients, and by geography. Barclays 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 its service company which provides technology, operations and functional services across the Group.

Values

Everything Barclays does is shaped by its five values of Respect, Integrity, Service, Excellence and Stewardship. The Barclays values inform the foundations of its relationships with customers and clients, but they also shape how Barclays measure and reward the performance of colleagues. Simply put, success is not just about what you achieve, but about how you achieve it.

Diversity

Barclays aims to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work, feel included and their talents are nurtured, empowering them to contribute fully to Barclays vision and goals.

Hybrid Working

Barclays is currently in the early stages of implementing a hybrid working environment, which means that many colleagues spend part of their working hours at home and part in the office, depending on the nature of the role they are in. Barclays is flexible on how this works and it may continue to change and evolve. Depending on your team, typically this means that colleagues spend a minimum of between 20% to 60% of their time in the office, which could be over a week, a month or a quarter. However, some colleagues may choose to spend more time in the office over a typical period than their role type requires. Barclays also has a flexible working process where, subject to business needs, all colleagues globally are able to request work patterns to reflect their personal circumstances

Your Benefits

As a contract employee of Randstad Sourceright, you’ll receive a wide range of financial and personal benefits. There’s enrolment in a pension plan (after 12 weeks on assignment) and holiday pay. You’ll also get 24/7 access to an Employee Assistance Programme, designed to help you deal with any problems that could be affecting your home or work life. Plus, there’s discounts at heaps of high street shops, restaurants and entertainment - from Asda to Zizzi Italian restaurants.