Specialist Case Reviewer
Specialist Case Reviewer / Customer Care SME
Location: London OR Northampton
Length: 6 months
Overall purpose of the role
We are currently recruiting for a Specialist Case Reviewer to join the Transformation Customer Remediation (TCR) team. We are the BUK Centre of Excellence for remediation projects – compensating customers for mistakes we have made in the past. This means we need to take a very customer focussed approach and ensure that all learnings from previous errors are fed back into our Product and Business teams whilst supporting a very broad range of stakeholders.
The role requires a high level of both verbal and written communications skills with the analytical ability required to take decisions on complaint, case analysis, Additional Loss (AL) outcomes and TCR communication templates. Previous Remediation experience in this area is essential.
Review the full spectrum of information available from all sources including Customer outreach responses and relevant Project case information for each case review brought into scope for review, complaint or AL.
Take into account and fully consider the FCA Consumer Duty and customer vulnerability in line with Barclay’s policy when assessing projects case reviews, complaints or AL cases.
Promptly and efficiently deal with any cases in accordance with relevant Barclay’s policies and processes
In liaison with key internal stakeholders, analyse and investigate all relevant background information and circumstances
Reach a case review, complaint or AL decision.
Communicate any decisions to relevant team members and team leads / supervisors as required
Keep customer interests to the front of mind, including any Consumer Duty and customer vulnerability considerations as outlined above.
If necessary, contact question appropriate internal stakeholders and obtain any further information required, to allow a fully informed decision to be reached about a case decision, complaint or AL case, including whether redress is due.
This will include engagement with key internal stakeholders including Legal, Compliance, Finance, Media
and Government Affairs and Litigation.
Draft any written communications required for a complaint or AL decision, and if required present case review , complaint or AL findings to Team Lead, or through the relevant Project Team, Case Decision Committee and/or Working Group dependant on the governance tolerances and discretions set out.
Communicate case review, complaint and AL decisions as required to case handlers and team leads, verbally and in writing.
Maintain records in accordance with Barclays and TCR processes.
Stakeholder management within relevant TCR Projects in terms of case review, complaint or AL case workflow and ensuring remediation actions are undertaken to ensure satisfactory and timely closure of cases.
Work within CET and Project processes and guidelines for audit requirements.
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.
Current knowledge and experience of FCA approach to the Consumer Duty and Customers in Vulnerable Circumstances
Experience of a remediation case review, complaint handling or AL case review in a Financial Services context
Experience in composing remediation communications
Confidence to positively challenge internal stakeholders if required
Basic Excel and PowerPoint skills
Strong communication skills, both written and verbal
Customer – focused mindset with ability to quickly build understanding and rapport with customers
Comfortable assessing the work of others and taking fair and balanced case review, complaint and AL decisions, communicating and explaining these to various internal colleagues, team leads and stakeholders across Transformation Customer Remediation. – sometimes in potentially pressurised / challenging circumstances
Ability to quickly analyse a range of information from customers and internal stakeholders in order to make case review, compliant and AL decisions
Good presentation skills and confidence to present to internal stakeholders
Ability to rapidly learn and become familiar with key aspects of relevant, individual TCRs Projects
Strong Team player motivated by success of colleagues as well as self
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.
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.
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.
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.
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.