Barclays Disputes Team Manager in Hamilton, Ohio
Barclays is a transatlantic consumer, corporate and investment bank offering products and services across personal, corporate and investment banking, credit cards and wealth management, with a strong presence in our two home markets of the UK and the US.
With over 325 years of history and expertise in banking, Barclays operates in over 40 countries and employs approximately 130,000 people. Barclays moves, lends, invests and protects money for customers and clients worldwide. Please visit our website here for more information.
/ Investigations and Disputes Resolution. // /
Overall purpose of role: Team Managers are responsible for managing, coaching and mentoring a team of non-exempt front line Colleagues. This role serves as resources to operation policies and procedure, communicates and drives daily team and individual metric performance and handles escalated customer inquiries.
o Daily oversight of day to day business metrics
o Responsible for managing team including coaching and developing colleagues.
Key specific accountabilities :
o Manage daily staffing and workflow, and ensure adherence to department quantity and quality standards.
o Proactively identify service delivery failures and escalate
o Actively manage and coaching team up to 20 colleagues
o Actively managing a caseload of 100 cases while maintaining departmental production, quality, and aging standards.
o Stakeholder management and leadership. / /
o Keep customer informed of status of inquiry and next steps.
o Gather all associated documentation and forward to merchant bank.
o Process chargeback, cardholder adjustments, and retrieval requests via desktop tools
o Decision making and problem solving.
o Receives significant guidance from policy and procedure.
o Can exercise some judgment in carrying out routine assignments with guidelines.
o Receives specific instructions on unusual situations or matters that depart from established procedures
o Working with Legal and Compliance to resolve.
o Risk and Control: 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
o / Basic Qualifications /
o 2 years of management experience.
o Call Center experience
o College degree in a related field
o Preferred Qualifications
o Banking, credit card, financial services experience
o Call Center experience
o 1 years of enthusiastic, customer service focused
o 1 years in a fast-paced, team environment and to interact effectively with all levels of management.
o 2 years of superior interpersonal and leadership skills; proven ability to develop and motivate employees to meet and exceed performance standards.
o 2 years of strong analytical and PC skills.
o 2 years of excellent written and verbal communications skills.
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.*
Title: Disputes Team Manager
Requisition ID: *90143297