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Senior Gateway Support Analyst

Northampton, United Kingdom

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Date live: 09/19/2024

Business Area: Barclays Payments Merchant Services

Area of Expertise: Banking Operations

Contract: Permanent

Reference Code: 90391039

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Barclays Banking Operations

Put yourself at the heart of the Barclays. A career in banking operations puts you at the very centre of our business strategy. By putting customers at the heart of everything we do, we’re putting our whole business behind our Customer facing teams. As the face of our brand, especially in an increasingly digital world, you'll play a vital role in our customers' financial lives. Here, your voice is heard, and you’ll have the support and opportunities to thrive.

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About the role

The Senior Gateway Support Analyst requires a combination of strong communication and problem-solving skills as well as proficiency in technical analysis. The ideal candidate will be able to fluidly interact between different functions of Barclays, driving improvements to service and training to enhance both customer and colleague experience in a fast-paced environment.  We’re looking for someone who can work on their own and as part of a team. Adapting quickly as new technologies present new opportunities, as well as contributing to our evolution by driving a consistently excellent mindset. You should be able to effectively manage and prioritise several concurrent tasks, whilst maintaining a strong risk and control culture. You will be part of a team who are the primary contact for clients reporting technical and financial queries, as well as incidents. Part of your role will be the handling of complex escalations & incidents, attending technical conference-calls with internal & external stakeholders when required. Your technical knowledge and customer-centric mindset will support the team in delivering world-class service to our merchants.

About you

You have excellent verbal & written communication skills including influencing & presenting to a range of internal & external stakeholders.

You have a passion to learn and can proactively drive your own research and self-sufficiently build & share knowledge.

Your technical knowledge helps you conduct in-depth technical analysis and troubleshooting within a technical environment using different tools and software.

You are independent, result & delivery focused, with the ability to work under pressure & produce high quality work in time-sensitive scenarios & in line with business governance.

You have good time management and organisation skills with the ability to prioritise and handle multiple and concurrent tasks and issues, with great administrative skills.

You are a self-driven, lateral thinker, who pays attention to detail, driving quality results and advocating for the right outcome each and every time.

You have the ability to thrive independently, whilst also contributing within a team environment for the success of the department.

You think outside the box and questions the status-quo.

You may also have

These are desirable skills which would benefit the job role.

•              Experience in Payments (Acquiring/ Issuing).

•              Servicing background, to either internal or external customers.

•              Experiencing with working with senior management and partners.

•              Understanding of e-Commerce transaction flows and payment mandates such as Strong Customer Authentication (SCA).

•              Advanced Microsoft Excel knowledge, including formulas.

•              Understanding of integration methods such as API and HPP.

If you don’t meet all the requirements but think you might still be right for the role, we would like to hear from you.

This role is hybrid, and you are required to be in our Northampton office twice a week.

Purpose of the role

To address customer questions, concerns or requests while maintaining customer service expectations. 

Accountabilities

  • Provision of customer service to customer questions, concerns and requests regarding accounts, products, and services in a timely and professional manner.
  • Collaboration with teams across the bank to align, promote, and integrate customer care initiatives.
  • 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 service to implement best practice in customer care.
  • Execution of escalation requests to the relevant team or senior management as required in a timely manner.
  • Execution of customer service activities through various communication channels including chat, email, and phone.

Analyst Expectations

  • 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.

Barclays welcomes applications from all candidates and is committed to ensuring reasonable adjustments (accommodations) are put in place to allow for a fair and inclusive recruitment process. For more information and how to request one, please review Adjustments to the recruitment process.

We’re a global, vital and highly respected financial organisation with an inspiring Purpose. Operating in 39 countries and employing around 100,000 people across the world, we help communities, individuals and businesses thrive. And we’ve created financial solutions and technology that the world now takes for granted. A career with us can offer incredible variety, depth and breadth of experience, and the chance to learn from some of the best minds in technology and finance.

To find out more about Barclays' strategy please click here.

Barclays offers a diverse, inclusive and engaged culture. A place where people can bring their whole selves to work and be respected for who they are, valued for what they do and celebrated for their contribution to our business and our community.

We are an equal opportunity employer and opposed to discrimination on any grounds. It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, colour, 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.

Barclays is required by law to confirm that you have the Legal Right to Work in any role that you apply for. If you currently hold a work visa sponsored by Barclays, or you would require sponsorship from Barclays, you must declare this as part of your application. Sponsored visas are role and entity specific and any changes must be reviewed. It is important that you ensure you are working on the correct visa at all times. Failure to accurately disclose your visa status or Legal Right to Work may result in your application or any employment offer being withdrawn at any time.

This is Barclays Northampton

Northampton is one of our most important UK centres. We’re home to all card and payment services across the Barclays business; we’re also home to Barclaycard. This is a vast operation, with a huge influence and impact on the financial services industry and on the lives of millions of British people.

Unique initiatives to enhance your wellbeing like our colleague allotment, helping to build community through getting closer to nature.

You can experience a wealth of diverse and surprising career paths right here in Northampton, across Barclays UK or even globally.

Our building is environmentally friendly and people-friendly too, with excellent facilities designed to make work a pleasure.

Northampton is the perfect blend of town and country, a growing and thriving centre for business, and a wonderful place to live and work.

This is Barclays Northampton

Northampton is one of our most important UK centres. We’re home to all card and payment services across the Barclays business; we’re also home to Barclaycard. This is a vast operation, with a huge influence and impact on the financial services industry and on the lives of millions of British people.

Focus on wellbeing

Unique initiatives to enhance your wellbeing like our colleague allotment, helping to build community through getting closer to nature.

Big opportunities

You can experience a wealth of diverse and surprising career paths right here in Northampton, across Barclays UK or even globally.

The workplace of the future

Our building is environmentally friendly and people-friendly too, with excellent facilities designed to make work a pleasure.

Discover Northampton

Northampton is the perfect blend of town and country, a growing and thriving centre for business, and a wonderful place to live and work.

Be you. Be valued. Belong.

We celebrate the unique perspectives and experiences each individual brings, believing our differences make us stronger and drive success. Our colleague networks offer connection, support, and growth, while our "This is Me" series shares the unique stories of our colleagues. Committed to diversity, equity, and inclusion, Barclays values you for who you are and ensures you truly belong.

You can learn more about our commitment to our colleague on our DE&I page.  

Learn more

Application Process

Your application

We’ll ask for information about you, your CV and cover letter.

1

Your assessment

Covering your behaviours and ability at work.

2

Your interview

Exploring your past experiences and skills.

3

Next step

We’ll request additional information so that you can complete our screening process

4
How to ApplyRead our FAQ's
Barclays

Working flexibly

We’re committed to providing an inclusive culture and environment, that recognises and supports ways to balance your personal needs, alongside the professionaC8l needs of our business. Providing the opportunity for all our employees globally to work flexibly empowers each of us to work in a way that suits our lives, as well as enabling us to better service our customers’ and clients’ needs.

Our approach to working flexibly is designed to support you to balance your life and to accommodate diverse needs, whilst still allowing us to meet our business needs. If you’d like to request a flexible working arrangement, please discuss this with your hiring manager.

Hybrid working: Our approach to hybrid working ensures there’s the right balance of working alongside colleagues at our onsite locations, as required for each role. For business areas that offer a hybrid working experience, this will be in a structured way, where colleagues work at an onsite location on fixed, ‘anchor’, days of the week. Some roles may require full onsite working. Please discuss the working pattern requirements for the role you are applying for with the hiring manager.

We continue to embed and review our hybrid working environment and remain in a phase of testing and learning. This means that working arrangements could change, with reasonable notice, to align with the needs of our business.

Barclays is built on an international scale.

Our geographic reach, our wide variety of functions, businesses, roles and locations reflect the rich diversity of our worldwide customer base. All of which means we offer incredible variety, depth and breadth of experience.
And the chance to learn from a globally diverse mix of colleagues, including some of the very best minds in banking, finance, technology and business. Throughout, we’ll encourage you to embrace mobility, exploring every part of our operations as you build your career.

Find more information

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