Relationship Manager

Job Description

Purpose of the role

To provide resolutions for customer queries/issues and personalise each interaction through the use of multiple communication channels. 

Accountabilities

• Collaboration across multiple digital channels to personalise each interaction with a customer.
• Enhancing the bank's digital capabilities when current technology is identified as not yet ready to support.
• Provision of exceptional customer service to clients by responding to inquiries, resolving issues and handling client requests efficiently.
• Support the collaboration of internal stakeholders including sales, operational, and risk management teams to meet client needs and expectations, so that transactions are executed accurately and on time.
• Support teams within the business operations function as needed, including risk management, compliance and collections.
• Comply with all regulatory requirements and internal policies related to customer care.
• To provide resolutions for customer queries/issues and personalise each interaction through the use of multiple communication channels.

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.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.

As a Relationship Manager, your role will be pivotal in fostering and maintaining positive client relationships. Your excellent communication skills will enable you to effectively liaise with clients, ensuring their needs are met and expectations exceeded. Analytical and critical thinking skills will be essential in understanding client requirements and providing tailored solutions. Flexibility and weekend availability will allow you to support clients whenever needed, demonstrating your commitment to their success. Being bilingual will enhance your ability to connect with a diverse client base, while experience in a contact center will provide a solid foundation for managing client interactions. Proficiency in Microsoft Office will ensure you can efficiently handle administrative tasks, contributing to a seamless client experience. Your dedication and adaptability will make you a valuable asset to our team.

To be successful as a Relationship Manager, you should have experience with:

• Weekend availability.
• Good communication skills.
• Analytical and Critical thinking skills.
• Flexibility (Overtime availability)

Some other highly valued skills may include:

• Bilingual skills.
• Contact center working experience.
• Microsoft Office experience.

You may be assessed on the key critical 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 located in Wilmington, Delaware.