Customer Remediation Analyst

Customer Remediation Analyst 

Location: London, Hybrid working

Length: 6 month initial contract

PAYE only 

Overall purpose of the role 

Customer Remediation Analysts manage and perform complex business and data analysis to facilitate the delivery of remediation projects, ensuring that these are delivered to plan. This is a very Microsoft Excel data driven role and is vital to ensure the data stored is fit for purpose.

The role holder will play an integral part in planning, organising, and delivering the execution phase of remediation projects. This involves progressing activity through the remediation workflow, liaising with multiple shared services and project teams daily, to ensure the timely delivery of activity in accordance with each of the programme deadlines. Customer Remediation requires communicating with customers in a clear and timely manner, either directly or in collaboration with the customer engagement teams and therefore a customer centric approach is at the heart of activity. The Remediation portfolio is complex, covering a broad and diverse business areas and product sets.

Activities can include: 

• Undertaking tracing activity for customers to ensure that we are contacting the right customer at the right location.

• Splitting customer cohorts into batches to progress similar cases consistently 

• Working with project teams to ensure the right customer letters are available for each batch and undertaking mail merge activity to prepare the letters for dispatch.

• Problem solving to identify challenges with batches or individual customers and engaging the right stakeholders to resolve. 

• Undertaking quality control activity to ensure that all project activity is undertaking according to remediation and bank policies and standards 

The role holder will be part of a team of Customer Remediation Analysts, supporting each other’s development, sharing best practice, and looking to continually evolve the way that we do things in the team

Key Accountabilities: 

• Work with the Project Team, Stakeholders and SMEs in the business to develop a thorough understanding of the project scope and delivery approach, including a technical understanding of the system the product sits on. 

• Support problem solving within the Execution workflow working with team leads to identify and resolve issues impacting the Execution teams. 

• Delivery – Manage and deliver designated activity within the end-to-end delivery of complex remediation  project workflows including: 

  • Customer tracing activity 

  • Identifying different customer cohorts and organising to progress these in groups through the remediation workflow. 

  • Preparing customer letters and ensuring that the correct information is included for each customer. 

  • Identifying challenges which arise as part of delivery, creating the principles and solutions that will be presented to senior stakeholders for approval.   

• Business Analysis – Analyse and interpret project data to determine correct delivery approach across a variety of products, customer cohorts, and remediation objectives. 

• Project reporting, workflow control and management - Work closely with the Project and Remediation Portfolio Management Office to ensure the following:  

  • Proficient tracking and reporting on Project Status 

  • Adherence to key regulatory milestones 

  • Managing project workflows with immediate team colleagues and key shared service resources. 

Key Skills:

• Analysing exceptions and liaising with key stakeholders to agree solutions.

• Excellent interpersonal skills and a track record of communicating with and influencing senior Key Stakeholders

• Comfortable working with large sets of data, and the ability to determine the most appropriate way forward using this

• Comfortable using the Microsoft Office suite of products, particularly Microsoft Excel, Word, and PowerPoint

• Strong organisational skills and be comfortable making priority decisions across multiple, competing pieces of work, ensuring that their own time is used most effectively. 

• Willingness to participate in an environment of continuous improvement, challenge the status quo with creative, innovative ideas and speak up in a constructive way when you see something that does not look right

• Ability to work effectively on your own, or as part of a team.

• Previous Experience of Customer Remediation within a Financial Services environment is beneficial but not essential

About Barclays 

Barclays is a British universal bank. It is diversified by business, by different types of customers and clients, and by geography. Barclays businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by its service company which provides technology, operations and functional services across the Group. 

Values 

Everything Barclays does is shaped by its five values of Respect, Integrity, Service, Excellence and Stewardship. The Barclays values inform the foundations of its relationships with customers and clients, but they also shape how Barclays measure and reward the performance of colleagues. Simply put, success is not just about what you achieve, but about how you achieve it. 

Diversity

Barclays aims to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work, feel included and their talents are nurtured, empowering them to contribute fully to Barclays vision and goals. 

Hybrid:

At Barclays, we offer a hybrid working experience that blends the positives of working alongside colleagues at our onsite locations, together with working from home.  We have a structured approach where colleagues work at an onsite location on fixed, ‘anchor’, days of the week, for a minimum of two days a week or more, as set by the business area (or nearest equivalent if working part-time hours). Please discuss the working pattern requirements for the role you are applying for with the hiring manager. Please note that as we continue to embed our hybrid working environment, we remain in a test and learn phase, which means that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business.

Your Benefits 

As a contract employee of Randstad Sourceright, you’ll receive a wide range of financial and personal benefits. There’s enrolment in a pension plan (after 12 weeks on assignment) and holiday pay. You’ll also get 24/7 access to an Employee Assistance Programme, designed to help you deal with any problems that could be affecting your home or work life. Plus, there’s discounts at heaps of high street shops, restaurants and entertainment - from Asda to Zizzi Italian restaurants.