CMSS REPRESENTATIVE

HAMILTON, OH

As a Barclays CMSS Representative, you will be responsible in reviewing and addressing the issue for Customer Complaints (Level 1 and 2). You will analyze and interpret both the desktop and green screen account data to root cause failures in process, procedure or agent, and communicate findings to management, customer or other departments. You will also be responsible in the Audit Automation reconciliation, review failures in process to remediate and address.

Barclays is one of the world's largest and most respected financial institutions, with 329 years of success, quality and innovation behind us. We've helped millions of individuals and businesses thrive, creating financial and digital solutions that the world now takes for granted. An important and growing presence in the USA, we offer careers providing endless opportunity.

WORKING FLEXIBLY

We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers’ and clients’ needs. Whether you have family commitments or you’re a carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life.  If you would like some flexibility, then please discuss this with the hiring manager, and your request will be reviewed subject to business needs.

We are currently in the early stages of implementing a hybrid working environment, which means that many colleagues spend part of their working hours at home and part in the office, depending on the nature of the role they are in. We’re flexible on how this works and it may continue to change and evolve. Depending on your team, typically this means that colleagues spend a minimum of between 20% to 60% of their time in the office, which could be over a week, a month or a quarter. However, some colleagues may choose to spend more time in the office over a typical period than their role type requires. We also have a flexible working process where, subject to business needs, all colleagues globally are able to request work patterns to reflect their personal circumstances 

Please discuss the detail of the working pattern options for the role with the hiring manager.

WHAT WILL YOU BE DOING?

• Working closely with Partners to ensure a positive experience and provide prompt resolution to issues
• Handling the manual updates to the credit reports for our supplier network which requires a keen attention to detail as this process is highly regulated by FCRA 
• Providing media documents to all 3rd party suppliers within SLA to keep us compliant to our contractual obligations
• Managing our SCRA process including the written, verbal and proactive enrolment
• Working with Senior Leadership to create projects or charters for enhancement to the colleague experience as it relates to the processes or tools available
• Providing updates to Senior Management on processes identified to ensure that they adhere to the standards set for a positive customer experience
• Engaging with outside agencies and suppliers to provide feedback which requires handling themselves in a professional and courteous manner at all times

WHAT WE’RE LOOKING FOR:

• 1 or more years collections experience in banking or credit card Service Center 
• High School Diploma or Equivalent
• Experience with Microsoft Office products such as Excel, Word and PowerPoint

SKILLS THAT WILL HELP YOU IN THE ROLE:

• Thorough knowledge of Collections systems, procedures, and regulations
• Excellent judgment, professionalism, leadership

WHERE WILL  YOU BE WORKING?

At Barclays, we are proud to be redefining the future of finance and here at Hamilton we are defining the future of the workplace and the future of the way we work and live. We are creating a unique community, one of four strategic tech-enabled hubs that will redefine opportunity for everyone who works here. Whatever you do at Whippany, you’ll have every chance to build a world-class career in this world-class environment.

We’re a global, vital and highly respected financial organisation with an inspiring Purpose. Operating in 50 countries and employing around 83,000 people across the world, we help communities, individuals and businesses thrive. And we’ve created financial solutions and technology that the world now takes for granted. A career with us can offer incredible variety, depth and breadth of experience, and the chance to learn from some of the best minds in technology and finance.