Moment Banker

Barclays•Guernsey, WY

1d•Onsite

About The Position

To provide customer support and resolution of client inquiries and issues through various channels, ensuring a seamless and consistent experience for every customer. As a Moment Banker, you will play a key role in delivering a friendly, professional service to clients, building positive relationships by listening carefully, understanding needs, and connecting clients with the right specialist at the right time. This role serves as the first point of contact for day-to-day banking needs, supporting clients through various channels including face-to-face, phone, email, or letter. You will take ownership of queries, working to resolve them quickly and accurately according to established guidance and processes to ensure the best client outcome. Additionally, you will be responsible for handling customer feedback and resolving concerns, aiming to leave a positive impression with every interaction. Maintaining accuracy and attention to detail is crucial for contributing to excellent customer experiences and the smooth operation of banking services. This position offers the opportunity to make a daily impact, whether by assisting with simple requests, guiding clients through significant decisions, or identifying areas for process improvement.

Requirements

Demonstrates excellent customer service skills, with a strong focus on delivering high-quality client outcomes
Possesses strong verbal and written communication skills, with the ability to engage effectively with a range of stakeholders
Proven experience in a customer-facing role, with the ability to build and maintain professional relationships

Nice To Haves

Experience dealing with vulnerable customers, demonstrating empathy, patience, and appropriate support
Previous cash handling experience, with a strong focus on accuracy and compliance
Ability to work proactively and manage time effectively, prioritising tasks to maximise productivity

Responsibilities

Support clients with everyday banking tasks such as deposits, withdrawals, transfers, bill payments, and updating personal information, contact details, and account preferences.
Provide support to clients regarding products and services, including online banking, mobile app functionalities, and technological difficulties related to their bank accounts, explaining key features, benefits, and comparisons.
Guide new customers through account opening procedures, explain account terms and conditions, and set up online access and other services.
Manage and maintain client relations by resolving various customer concerns and inquiries, including account balances, statements, transactions, and fees.
Maintain confidentiality and security of client data by following strict data security protocols and ethical practices.
Provide timely updates on changes in banking policies, fees, and product offerings through various channels like email, newsletters, and online announcements.
Educate clients about financial concepts, budgeting, and responsible banking practices through workshops, webinars, and educational materials.
Meet the needs of stakeholders/customers through specialist advice and support.
Perform prescribed activities in a timely manner and to a high standard.
Manage own workload and take responsibility for the implementation of systems and processes within own work area.
Participate on projects broader than the direct team.
Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of closely related teams.
Check work of colleagues within the team to meet internal and stakeholder requirements.
Provide specialist advice and support pertaining to own work area.
Take ownership for managing risk and strengthening controls in relation to the work owned or contributed to.
Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
Maintain and continually build an understanding of how all teams in area contribute to the objectives of the broader sub-function, delivering impact on the work of collaborating teams.
Continually develop awareness of the underlying principles and concepts on which the work within the area of responsibility is based, building upon administrative / operational expertise.
Make judgements based on practise and previous experience.
Assess the validity and applicability of previous or similar experiences and evaluate options under circumstances that are not covered by procedures.
Communicate sensitive or difficult information to customers in areas related specifically to customer advice or day to day administrative requirements.
Build relationships with stakeholders/customers to identify and address their needs.
Deliver a friendly, professional service to our clients.
Build positive relationships by listening carefully, understanding needs, and connecting clients with the right specialist at the right time.
Support clients through a variety of channels — primarily face-to-face, but also by phone, email, or letter.
Take ownership of queries and work to resolve them quickly and accurately, following our guidance and processes to ensure the best outcome for the client.
Handle customer feedback and resolving concerns, ensuring every interaction leaves a positive impression.
Maintain accuracy and attention to detail, contributing to great customer experiences and the smooth running of our operations.
Help a client with a simple request, guiding them through a bigger decision, or spotting opportunities to improve how we do things.