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Client Service Executive

Monaco, Monaco

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Monaco, Municipality of Monaco

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Date live: Oct. 11, 2022

Business Area: Barclays International

Area of Expertise: Relationship Management / Sales

Reference Code: 90281921

Contract: Permanent/Regular

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Overall purpose of role

The role holder will be part of the Client Services Team and responsible for providing specialist transactional banking support and expert service to Barclays Bank Monaco clients. The role holder will work closely with Private Bankers, Private Bank Executives and Operations to support clients. Main responsibilities will be:

  • Handling client queries and providing world class client service.
  • Contacting clients to ensure their requests are accurately captured and performing associated control administration activity.
  • Processing certain client notifications.

The role holder will ensure the client receives the highest possible standard of service.

The role holder will have a flexible approach to working hours, being available to work to a rotational shift pattern between the hours of 8am and 7pm Monday to Friday.

Core accountabilities

Delivering World Class Client Experience

  • The role holder will deliver expert transactional banking service to clients using multi-channel communications options, including telephone and email.
  • They will contact clients and ensure that we have captured client instructions accurately, demonstrating ownership of all client queries.
  • The role holder will accurately identify all clients, adhering to policy and Customer Due Diligence regulations.
  • They will be the first point of contact for clients who enquire about a payment transaction or static data change notification, demonstrating ownership of all client queries and ensuring proper escalations are taking place.
  • They will be expected to own and manage service recovery activities, adhering to the complaints and escalation procedures and maintaining accuracy and quality levels at all times, in order to facilitate client satisfaction.
  • They will also participate in other activities of the Client Service Team, such as issuing independent notifications, and handling online banking related queries
  • They will receive and action multi channel, multi currency requests and will be pro-active in achieving set personal and departmental targets.

Governance, Risk and Controls

The role holder will be responsible for ensuring all their client interactions adhere to internal and external policy, procedure and legislation. All mandatory training will be completed and kept up to date and they will ensure any changes in policy, procedure and legislation are appropriately included in their day to day activity. Due to the nature of the clients in this segment and the value of their interactions, this will be a particularly important accountability.

Personal Development

The role holder will demonstrate ownership and pro-active contribution in coaching sessions with their line manager. They will work with their manager to agree a personal development plan to ensure continuous improvement in performance and participate in an ongoing training programme to meet business requirements.

Key clients (internal and external)

The role holder’s key internal clients will be Private Bankers and Private Bank Executives. Their external clients will be Barclays Bank Monaco clients.

Role requirements

The right candidate will have proven knowledge of private banking, as well as broad experience of delivering an excellent level of service to clients. Ideally, the candidate will have experience in working with high net worth clients via remote delivery channels. The candidate will have a good understanding of private client banking propositions and knowledge of internal and external legislation, including Data Protection, Money Laundering, Complaint Handling and Customer Due Diligence.

Academic and Professional Qualifications

The right candidate will have a strong academic background, with university level qualification a plus. The candidate will also have a strong level of computer literacy and proficient keyboard skills, as these are both essential skills for this role.

Language and Communication Skills

The role holder will have:

  • Excellent commands of English, French and Russian.
  • Strong written and verbal communication skills, in order to deliver against our commitment to providing a world class service and drive our dedication to the client experience. The communication demands of the role are high and the role holder may be communicating in English with clients for whom English is not their first language.
  • High levels of visual and aural concentration will be required when locating and interpreting screen based information, whilst continuing a dialogue with the client.

Personal Attributes

The right candidate will have:

  • an external and internal client focus;
  • an excellent understanding of day-to-day client needs, across a diverse range of delivery channels;
  • an understanding of the importance of meeting and exceeding client expectations;
  • confidence in their ability to talk to clients;
  • the ability to liaise effectively with counterparts in other areas of the business;
  • the ability to handle data in large quantities, in a variety of formats, which will be used to satisfy client requirements;
  • adaptability in approach and attitude;

the ability to work calmly and constructively under pressure.

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.

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.

More about working at Barclays

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 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 committed to providing an inclusive culture and environment, that recognises and supports ways to balance your personal needs, alongside the professional 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.

We're committed to providing a supportive and simplified experience for our candidates throughout the application and assessment process. Here, you will find information about what to expect and some guidance around your assessment and interview.

While the application process depends on the role, there are some constant steps, which are;

Step 1 - Your application
Step 2 - Your assessment
Step 3 - Your interview
Step 4 - Next steps

We aim to create an inclusive work environment where everyone can reach their full potential. If you require any adjustments to our recruitment process, please click here to learn more.

Find out more information 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.

The Barclays Way

This is the spirit of Barclays. It’s why we exist, what we believe and how we behave. But most importantly, it’s how we make decisions, take action and get things done.

Learn more

Purpose

Working together for a better financial future.

Values

We believe great talent RISES. It acts with Respect, Integrity, Service, Excellence and Stewardship.

Mindset

We discover our full potential through our desire to Empower, Challenge and Drive each other.

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