CUSTOMER CARE DISPUTE - TEAM MANAGER

As a Barclays Customer Care Dispute Team Manager, you will be in charge of the daily operations. You will be responsible for reporting on the health of the process pertaining to regulatory and association requirements in a call centre environment. You will be responsible for advocacy on behalf of the customers in merchant billing disputes in accordance with Regulation Z, MasterCard, and conditions.

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.

SALARY / RATE MINIMUM: $55,000 SALARY / RATE MAXIMUM: $85,000

THE MINIMUM AND MAXIMUM SALARY/RATE INFORMATION ABOVE INCLUDE ONLY BASE SALARY OR BASE HOURLY RATE. IT DOES NOT INCLUDE ANY ANOTHER TYPE OF COMPENSATION OR BENEFITS THAT MAY BE AVAILABLE.

WHAT WILL YOU BE DOING?

•     Managing daily staffing and workflow and ensuring adherence to department quantity and quality standards

•     Proactively identifying service delivering failures and escalating issues or impact to appropriate business owners

•     Meeting regularly with individual team members, and coaching them to meet and exceed their metrics  

•     Utilizing reporting and direct observation to keep them abreast of their performance towards defined goals

•     Providing performance analysis to implement action plan strategies to improve overall 

•     Being a resource for policy, procedure and human resources related questions

•     You will be responsible for extensive interactions with direct reports through coaching and mentoring

WHAT WE’RE LOOKING FOR:

•     Two years’ leadership experience

•     Service Level, queue and staffing management

•     Leadership or supervisory experience in a call centre environment

•     Experience in Banking, Credit Card, Disputes, Fraud and Financial Services

SKILLS THAT WILL HELP YOU IN THE ROLE:

•     Superior interpersonal and leadership skills, along with a proven ability to develop and motivate employees to meet and exceed performance standards

•     Excellent written and verbal communications skills with proficiency utilizing a PC

•     Ability to work with others in a fast-paced, team environment and to interact effectively with all levels of management

WHERE WILL YOU BE WORKING?

You will be working at Barclays Services, Henderson, NV’s fully Operational Customer Contact center where the best meet to build careers full of scope, variety and rewards. Supporting the banking and financial solutions of today’s demands, answering tomorrow’s questions, and redefining the future of customer support in fiancé

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.