Case Reviewer Specialist

Overall purpose of role:

This opportunity sits withinBarclays Transformation Customer Remediation (TCR). We are the BUK Centre of Excellence for remediation projects, and therefore a strong customer focussed approach is key to our operations, which will give you the opportunity to deal with all aspects of the customer engagement process required to successfully handle and Project remediation cases across our Portfolio, supporting both customers and a broad range of stakeholders and different functions.How will you help Barclays’ customers?

• Dealing promptly and efficiently with any cases by reviewing Customer and case information

• Analysing and investigating relevant background information and contacting customers to obtain any further details required

• Reaching a case review decision, communicating the outcome to customers both verbally and in writing, as well as handling customer responses

• Supporting the customer throughout the engagement process involved with a complaint or case decision

• Taking into account, fully considering and if need be responding to customer vulnerability in line with Barclay’s policy

Skills and Qualifications:

• Ability to self-manage a varied Project case load, identifying priorities, keeping track of cases and issues, ensuring that central trackers and MI tools are updated promptly on a daily basis.

• Attention to detail, and once trained, keeping error rates low and avoiding repeat errors with the same cause.

• Ability to concisely summarise key queries and issues.

• Capable of working methodically to extrapolate customer testimony relative to the Barclay’s policy framework, and arrive at a Remediation / Redress decision accordingly.

• Able to present recommendations arising from the above analysis and summary to a range senior stakeholders (including Legal, Compliance, Project Management)

• Can keep up to date with changing / evolving Barclays Remediation policy regarding relevant Projects and mandatory Compliance training.

• Willing and able to make and receive calls from customers, handling these in a skilled, empathetic and patient manner; identifying any customer vulnerabilities and responding accordingly.

• High degree of self-motivation, especially taking into account a hybrid working pattern partly from home.

• Willing to speak up and ask any questions required / seek additional training needed - in order to be able to progress cases efficiently in a timely manner.