Step into the role of Fraud Analyst at Barclays, where you'll provide first-class support by conducting in-depth due diligence, ensuring compliance with regulatory requirements, and safeguarding our clients and organization with expertise and care.
You will be responsible to provide exceptional customer service while resolving more complex customer needs/requests.
You may be assessed on key critical skills relevant for success in role such as:
- Delivering exceptional customer service through multiple channels such as chat, email, and phone while resolving complex queries.
- Collaborating with internal teams to align and improve customer care processes and provide feedback for enhancements.
- Investigating and resolving customer inquiries related to bank products and services, including transactions and account issues.
- Preparing and presenting reports on customer performance and insights to senior stakeholders.
- Identifying industry trends and implement best practices to enhance efficiency and overall customer experience.
Desirable skills sets:
- Strong understanding of backend operations with the ability to manage and streamline internal processes.
- Experience in fraud operations, including identifying suspicious patterns and preventing fraudulent activities.
- Proficiency in scan detection techniques to quickly flag and investigate anomalies.
- Knowledge of chargeback processing, ensuring accurate assessment, documentation, and resolution of disputes.
You may be assessed on key essential 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 out of Chennai.
Purpose of the role
To provide exceptional customer service while resolving more complex customer needs/requests.
Accountabilities
- Provision of customer service through various communication channels including chat, email and phone.
- Execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalised resolution for each case.
- Collaboration with teams across the bank to align and integrate customer care processes.
- Identification of areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas.
- Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
- Resolution of specific customer inquiries and issues related to the bank’s products and service, including account balances, transactions and payments.
- Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders.
- Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.
Analyst Expectations
- To meet the needs of stakeholders/ customers through operational excellence and customer service
- Perform prescribed activities in a timely manner and to a high standard
- No people leadership roles at this grade.
- Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of team members.
- Identify escalation of policy breaches as required.
- Take responsibility for customer service and operational execution tasks.
- 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.
- Gain and maintain an understanding of own role, how the team integrates to achieve overall objectives, alongside knowledge of the work of other teams within the function.
- Work within well-defined procedures that may involve a variety of work routines.
- Demonstrate an understanding of the procedures.
- Evaluate and select the appropriate alternatives from defined options.
- Make judgements based on the analysis of factual information.
- Build relationships with stakeholders and customers to identify and address their needs, in support of a smooth operating process, handling sensitive issues as required.
