Senior Gateway Support Analyst

Senior Gateway Support Analyst

The Senior Gateway Support Analyst requires a combination of strong communication and problem-solving skills as well as proficiency in technical analysis. The ideal candidate will be able to fluidly interact between different functions of Barclays, driving improvements to service and training to enhance both customer and colleague experience in a fast-paced environment. We’re looking for someone who can work on their own and as part of a team, adapting quickly as new technologies present new opportunities, as well as contributing to our evolution by driving a consistently excellent mindset. You should be able to effectively manage and prioritise several concurrent tasks, whilst maintaining a strong risk and control culture. You will be part of a team who are the primary contact for clients reporting technical and financial queries, as well as incidents. Part of your role will be the handling of complex escalations & incidents, attending technical conference-calls with internal & external stakeholders when required. Your technical knowledge and customer-centric mindset will support the team in delivering world-class service to our merchants.

About You

• You have excellent verbal & written communication skills including influencing & presenting to a range of internal & external stakeholders.
• You have a passion to learn and can proactively drive your own research and self-sufficiently build & share knowledge.
• Your technical knowledge helps you conduct in-depth technical analysis and troubleshooting within a technical environment using different tools and software.
• You are independent, result & delivery focused, with the ability to work under pressure & produce high quality work in time-sensitive scenarios & in line with business governance.
• You have good time management and organisation skills with the ability to prioritise and handle multiple and concurrent tasks and issues, with great administrative skills.
• You are a self-driven, lateral thinker, who pays attention to detail, driving quality results and advocating for the right outcome each and every time.
• You have the ability to thrive independently, whilst also contributing within a team environment for the success of the department.
• You think outside the box and question the status-quo.

You May Also Have

These are desirable skills which would benefit the job role.

• Experience in Payments (Acquiring/ Issuing).
• Servicing background, to either internal or external customers.
• Experiencing with working with senior management and partners.
• Understanding of e-Commerce transaction flows and payment mandates such as Strong Customer Authentication (SCA).
• Advanced Microsoft Excel knowledge, including formulas.
• Understanding of integration methods such as API and HPP.

If you don’t meet all the requirements but think you might still be right for the role, we would like to hear from you.

This role is hybrid, and you are required to be in our Northampton office twice a week.

Purpose of the Role

To address customer questions, concerns or requests while maintaining customer service expectations.

Accountabilities

• Provision of customer service to customer questions, concerns and requests regarding accounts, products, and services in a timely and professional manner.
• Collaboration with teams across the bank to align, promote, and integrate customer care initiatives.
• Management and maintenance of customer records and documentation to ensure accuracy.
• Participation in training and development initiatives to improve customer skills, knowledge, and services.
• Identification of industry trends and developments related to customer service to implement best practice in customer care.
• Execution of escalation requests to the relevant team or senior management as required in a timely manner.
• Execution of customer service activities through various communication channels including chat, email, and phone.

Analyst Expectations

• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team’s operational processing and activities.
• Escalate breaches of policies/procedure appropriately.
• Take responsibility for embedding new policies/procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisation's products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation's sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex/sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.