Senior Agent – Barclays – Manchester, England, United Kingdom
As a Senior Agent within our Mortgage completion team, you will be supporting our customers with their mortgage applications at completion stage, effectively communicating through various communication channels with external stakeholders and working collaboratively with the wider Mortgage teams in UK and India. In this exciting role, you will be helping our customers during a key milestone of their life delivering an outstanding service and making a difference when they need us most.
Required Experience
* Experience working within mortgages and/or assisting throughout the mortgage journey.
* Good understanding of Underwriting and KYC.
* Drive and mindset working in a controlled collaborative environment.
* Ability to manage a high workload whilst working to tight deadlines.
Desirable Criteria
* Proven experience effectively communicating with external stakeholders.
* Good operational understanding of the mortgage journey.
* Back Office experience.
You may be assessed on key critical skills relevant for success in the role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job‑specific technical skills.
Working Hours
This role is based in Manchester. Working hours are Monday–Sunday, 7 AM to 11 PM, with a hybrid rota of at least 2 days onsite.
Purpose of the Role
To provide exceptional customer service while resolving more complex customer needs/requests.
Accountabilities
* Provision of customer service through chat, email, and phone.
* Execution of customer service requirements to resolve complex, specific customer needs, offering personalized resolutions.
* Collaboration with teams across the bank to align and integrate customer care processes.
* Identification of areas for improvement, recommending changes in customer care processes and providing feedback and coaching to colleagues.
* 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, communicating findings to internal senior stakeholders.
* Identification of industry trends and developments to implement best practice and improve customer care efficiency and effectiveness.
Analyst Expectations
* Meet the needs of stakeholders/customers through specialist advice and support.
* Perform prescribed activities in a timely manner and to a high standard, influencing both the role itself and surrounding roles.
* Potential to have responsibility for specific processes within a team.
* May lead and supervise a team, guiding, supporting professional development, allocating work and coordinating resources.
* Manage own workload, implement systems and processes, and participate in broader projects.
* Collaborate with and impact closely related teams.
* Check work of colleagues to meet internal and stakeholder requirements.
* Provide specialist advice and support within own work area.
* Own and strengthen controls, manage risk, and deliver work in line with rules, regulations and codes of conduct.
* Build understanding of how all teams contribute to broader sub‑function objectives, delivering impact on collaborating teams.
* Continuously develop awareness of underlying principles and concepts, building administrative/operational expertise.
* Make judgements based on practice and prior experience.
* Assess the validity and applicability of prior experience, evaluate options in circumstances not covered by procedures.
* Communicate sensitive or difficult information to customers about daily administrative requirements.
* Build relationships with stakeholders/customers to identify and address their needs.
All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship and the Barclays Mindset – Empower, Challenge, Drive.
Seniority level
Associate
Employment type
Full‑time
Job function
Sales and Business Development
Industries
Banking and Financial Services
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