Collections Account Manager

Job description

Barclays moves, lends, invests and protects money for customers and clients worldwide. Please visit our website here for more information.

With 300 years of proven leadership in financial services, we clearly offer stability and deep expertise to our millions of customers around the world. We've always been known for enabling those who want to achieve more. Barclays Capital, Barclays Wealth, Barclays Commercial, Barclaycard and ABSA bring world-class solutions to our millions of customers.

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 Collections Account Manager 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 and Skills required:
· Receive inbound and outbound phone calls from customers and service their needs effectively and efficiently.
· Account Managers are also required to offer payments programs and solve customer problems.
Other duties include:
· Listen actively and establish rapport
· Quickly understand and analyse customer needs, listen and actively
· Use computer software application to properly service customers' accounts
· Take ownership of any follow-up work necessary to service customer and ensure that nothing slips through the cracks
· Speak/write knowledgably about products and services
· Adhere to compliance regulations and security policies
· Consistently meet performance standards set by department
· Complete additional projects and tasks as assigned
· Contribute ideas and recommendations for improvements to the department and company
· Receives significant guidance from policy and procedure.
· Can exercise some judgment in carrying out routine assignments with guidelines
· Receives specific instructions on unusual situations or matters that depart from established procedures.
Control Objective:
· 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.
Measures:
· All mandatory training completed to deadline and understood within given timescales.
· Where applicable, all key risks identified, tracked, logged and managed as per the Risk Framework procedures
· Where applicable, all key controls to have identified owners, with audit trail of regular review and maintenance together with supporting records.
· Where applicable, all risk events (incidents) or control failures to be escalated, investigated, reported and fixed at root cause to prevent reoccurrence


Risk and Control Objective: All Barclays colleagues have to 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 Skills and Qualifications will include:
Basic Qualifications
· 1 years' experience in collections and/or customer service.
· Must be 18 years of age with HS diploma or equivalent.

Preferred Qualifications
· Advanced degree (if preferred and not required)
· Team player
· Strong communications skills
· Investment banking experience or Compliance experience might be considered “preferred” for a given job rather than required
· Strong attention to detail
· Sales experience is preferred for cross selling, up selling and down selling
· Strong Negotiation Skills
· Excellent oral communications skills (grammar, positive tone, active listening, etiquette, empathy, confidence) and written skills (spelling, logical thought processes and sentence construction, appropriate word choice
· Extremely customer-focused, positive, professional attitude
· Intelligent, self-motivated, quick learner
· Pays strict attention to detail, understands importance of accuracy and responsiveness
· Strong PC skills and internet skills
· 1+ Banking or credit card experiences a strong plus.

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The Benefits: Our customers deserve the best. The same goes for our employees. That's why at Barclays you'll receive a range of benefits that include a competitive salary and all the tools, technology and support you need to succeed.

Our Culture: Everything we do is shaped by the five values of Respect, Integrity, Service, Excellence and Stewardship. The values inform the foundations of our relationships with customers and clients, but they also shape how we measure and reward the performance of our employees. Simply put, success is not just about what you achieve, but about how you achieve it.

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.
Barclays is an equal opportunity employer and are opposed to discrimination on any grounds. For more detailed information, please visit our dedicated Diversity and Inclusion site here .

EEO statement It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, 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