Barclays Customer Specialist-Collections in Henderson, Nevada

Job Title : Customer Specialist – Collections Location : 2280 Corporate Circle, Henderson, NV 89074

About Us Barclays is a transatlantic consumer, corporate and investment bank offering products and services across personal, corporate and investment banking, credit cards and wealth management, with a strong presence in our two home markets of the UK and the US. Our goal is to become the bank of choice by providing superior services to customers and clients and supporting our stakeholders via a commercially successful business that generates long-term sustainable returns.

About Barclays in the US Barclays offers corporate and investment banking and credit card services in the US. Our 10,000 US colleagues are located in offices across the country, with headquarters in New York City. In 2017, Barclays announced plans to create a world-class campus in Whippany, New Jersey, for our Technology, Operations and Functional teams in the US. Other principal locations include Delaware, Nevada, Ohio and Maine.

About Collections
Collections is a unit with purpose to support our customers when they have difficulty in paying their consumer card in a timely manner. Collections Management and Support Services are comprised of three pillars. These pillars functions are non-customer facing which is the support staff that handles all the back-off tasks. The 2nd pillar is Customer Facing which manages the phone lines to support the agents, debt management agencies and our military personal. The final pillar is the Facilitator which is unique in supporting Operations.

Overall Purpose of role Loss prevention, compliance adherence and customer satisfaction are the primary drivers within the Collections Department. Collections assists our card members with the resolution of their past due status through contact by phone, e-mail or through our website. Significant effort is placed on the importance of ensuring an exceptional experience when we interact with our customers. A Customer Specialist – Collections agent is the company’s primary interface with existing and potential customers. The role includes receiving inbound and outbound calls and solving and/or educating customers on specific account information, concerns and inquiries to make it as easy and as possible to do business with and resolve their delinquency.

Key Accountabilities

  • Receive inbound and outbound phone calls from customers and service their needs effectively and efficiently. Agents are required to offer payment programs and solve customer problems which includes the understanding of all required computer software applications.

  • Understand the appropriate Policies & Standards applicable to my role through reading the Code of Conduct and other training allocated to me. Where responsible for risks and controls ensure that these are appropriate and fit for purpose.

  • Agents are required to take ownership of any follow-up work necessary to service customer and ensure that nothing slips through the cracks; actively listen and establish rapport with customers; and consistently meet performance standards set by the department.

  • Agents will be expected to exercise some judgment in carrying out routine assignments with guidelines but will receive specific instructions on unusual situations or matters that depart from established procedures; complete additional projects and tasks as assigned; and contribute ideas and recommendations for improvements to the department and company.

    Basic Qualifications

  • High School Diploma or GED

  • 1 years of experience in Customer Service

    Preferred Qualifications

  • Banking, collections, credit card experience or an advanced degree is a strong plus

  • Team player with strong attention to detail who is a quick learner and self-motivated

  • Excellent oral communications skills (grammar, positive tone, active listening, negotiation, etiquette, empathy, confidence) and written skills (spelling, logical thought processes and sentence construction, appropriate word choice)

  • Extremely customer-focused, positive, professional attitude with strong PC and Internet capabilities 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.

    Your Application

    Barclays Values & Diversity Dynamic working gives everyone at Barclays the opportunity to integrate professional and personal lives, if you have a need for flexibility then please discuss this with the hiring manager. We are an equal opportunity employer and we are 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.

    We incorporate the H.E.L.P. philosophy!

    • H ** ear their story * Listen intently, practice active and engaged listening, be patient, don’t judge, paraphrase to understand.
    • E ** mpathize * A willingness to take the perspective of the customer. A commitment to stay out of judgement. A desire to understand the customer’s feelings. The ability to communicate your understanding of the customer’s feelings
    • L ** ook for solutions * Identify root cause of the customer’s reason for delinquency, by asking Open-ended probing questions (Who, what, where, when, how). The goal is to offer holistic solutions.
    • P ** ut the customer first * We use our energy, skills and resources to deliver the best, sustainable results.

Title: Customer Specialist-Collections

Location: Nevada-Henderson

Requisition ID: *90211530