Job Description

Purpose of the role

To assist relationship managers to effectively manage their client portfolios and optimise the client experience. 

Accountabilities

• Maintenance of client information, management of contracts and agreements, and preparation of reports, presentations, and other materials.
• Coordination of schedules for relationship managers and clients, ensuring efficient time management and smooth communication.
• Processing of transactions, management of expense reports, and routine requests to free up the relationship manager's time for strategic activities.
• Information gathering on relevant market trends, competitor offerings, and industry news to support the relationship manager in providing informed advice and tailored solutions.
• Analysis of client data, preparation of reports on portfolio performance, and provision of insights to inform portfolio adjustments and client recommendations.
• Management of inbound and outbound communication through phone, email, and other channels, relaying important information and response to client inquiries.
• Provision of support to relationship managers with planning, tracking and the execution of complex client projects by managing timelines and resources, identifying potential issues, summarising client portfolios and proactively communicating updates and opportunities to the relationship manager.
• Support to clients with everyday product and services tasks such as deposits, withdrawals, transfers, bill payments, mobile app support as well as updating personal information, contact details and account preferences.
• Guidance to new customers through account opening procedures, explanation of account terms and conditions, and setting up of online access and other services.
• Management and maintenance of client relations by resolving various customer concerns and inquiries, including account balances, statements, transactions, fees.
• Maintenance of confidentiality and security of client data by following strict data security protocols and ethical practices.

Analyst Expectations

• To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
• Requires in-depth technical knowledge and experience in their assigned area of expertise
• Thorough understanding of the underlying principles and concepts within the area of expertise
• They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
• OR for an individual contributor, they develop technical expertise in work area, acting as an advisor where appropriate.
• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team’s operational processing and activities.
• Escalate breaches of policies / procedure appropriately.
• Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• 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.
• Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex / sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

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.

Join us as a Business Support Executive in our Private Banking team in Geneva.

The role holder will be part of the Client Services Team and the role’s objectives are primarily the handling of payments. The role holder will have to insert payment instructions in the Bank’ system, contact clients over the phone and ensure that their payment instructions have been captured accurately. Other main activities might include the coordination and execution of client communication/mass mailing across the Swiss platform, the handling of customer complaint and queries, booking of bankers’ travels and the processing of travel expenses.

As the first point of contact for our clients, we are responsible for creating a world class client experience. Our Client Services Executives are expected to communicate with clients in a confident, professional and knowledgeable manner.

What you will be doing:

• The role holder will deliver expert transactional banking service to clients using multi-channel communications options, including telephone and email.
• They will receive payment instructions from clients and will have to insert these accurately in the Bank’ system.
• They will contact clients over the phone and ensure that we have captured client instructions accurately, demonstrating ownership of all client queries.
• They will coordinate the booking of bankers’ travels requests and process their travel expenses.
• They will also participate in other activities of the Client Service Team, such as issuing client communication and handling client complaints.

Essential Skills/Basic Qualifications:

• An excellent command of English
• Strong written and verbal communication skills, in order to deliver against our commitment to providing a world class service and drive our dedication to the client experience. The communication demands of the role are high and the role holder may be communicating in English with clients for whom English is not their first language
• Good organisational skills and able manage time effectively
• Excellent attention to detail, ability to work on concomitant tasks and prioritise accordingly
• Effectively collaborate with a wide range of internal and external stakeholders
• High level of computer literacy and able to interpret screen-based information whilst continuing a dialogue with clients

Desirable skills/Preferred Qualifications:

• Very good command of French is desirable.
• Previous experience in a customer service role within financial services or any other sector