The candidate should be willing to work in the Portuguese Collections Department or in the Portuguese Sales & Service Department. This role is primarily telephone based with agents expected to spend a minimum of 90% of their time on the phones. The role holder will be the first point of contact with customers and will usually provide a full "one stop service" (including resolution) for all issues within remit of department. Will be expected to contribute positively to the achievement of departmental goals by contacting customers who have either defaulted on payment or exceeded their credit limit via telephone to negotiate settlement of the debt and return the account to an in-order position Must demonstrate a commitment to constantly improve negotiation skills by being receptive to feedback and focusing on win-win solutions Maintain all Key Performance Indicators (KPIs) at the required level with a focus on continual improvement Ensure that quality standards are consistently met Liaise with other areas of the business and external third parties, where necessary, with the aim of resolving customer queries and complaints. To receive, deal with and answer ALL types of customer queries, complaints and requests including bad debts, credit limits within the limit of the department. Will have the power to make decisions within their limit of authority. May deal with the issuing of legal documents such as collections letters under own name. In addition may be required to defend banks position on certain legal matters with third parties / customers May be required to identify and attempt cross selling opportunities. May deal with the Branch network as part of role Must be personally accountable for ensuring that the following are always respected and personal knowledge and awareness is kept up-to-date; o Limits of Authority o Health and Safety o Collections Processes and Procedures o GLADYS Training - Must be flexible to accommodate reasonable business requests as set out by TL / Manager
- Act as a mentor and referral point for less experienced colleagues and provide training to new starters when requested
- Ensure that the escalation process is followed at all time to raise concerns and issues.
Fluent Portuguese and ability to communicate at an inter-mediate level of English are both required Experience, qualifications and other requirements specific to the role - Proven experience of working in a Customer Service environment would be an advantage although not essential
- Data entry experience and high level of accuracy and attention to detail essential
- Proven experience that illustrates that the individual has the ability to learn to use the systems appropriate to the role
- In depth experience of working in an environment limited by statutes or legal limitations
- Proven experience of working in a general office environment, preferably in a financial institution
- Excellent attendance and punctuality record
- Excellent demonstration of behaviours and Guiding Principles
- Strong personal motivation to drive the own performance and that of colleagues also
- Being open to receiving developmental and motivational feedback on own performance and behaviours
- Collections / Sales / Customer Service experience
- Proven track record of effective negotiation skills
- Evidence of strong communication skills
- Experience of working successfully to targets and deadlines
- Ability to work in a stressful and dynamic environment
- Recognised team-player ability to provide both motivational and developmental feedback
- Flexibility to the department needs
Job Type:
Permanent
Location:
Canada Newfoundland
Salary:
[n/a]
Date available:
now
Experience Skills:
Experienced
Company:
Barclays plc
Company Description:
Barclays was founded in London more than 300 years ago, and what started as a UK bank has become a worldwide financial services business.
Company Website:
[n/a]
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08/12/2009