Document Management Analyst
Henderson, NV USA

As a Barclays Document Management Analyst, you will handle cases either for escalated account issues or general case work. Case management is worked through Appian, these requests will be resolved either in house or requesting Documentation from the previous bank after a partner conversion. You will be a part of the Specialty Teams which encompasses Elite Servicing, Retention, Non Voice, Senior Resolutions Specialists, Office of the President and CCPA.

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: $44,000
Salary / Rate Maximum: $58,000

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.

Working Flexibly

We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognizes 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 career, 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.

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?

• Listening actively and ask probing questions to establish rapport with internal and external stakeholders
• Supporting maintenance of Service Levels by handling case work from customers, making outbound requests to conversion banks or working Appian cases
• Investigating Office of the President complaints
• Remediating incidents that pose a financial, business, or customer impact
• Interacting with multiple stakeholders such as Senior Leaders, Partnership, Customer Experience, and Office of the President
• Being proactive in contacting survey detractors to resolve customer issues and repair the business relationship
• Using multiple computer software applications simultaneously and multi-task and working multiple accounts concurrently

What we’re looking for:

• Have at least 6 months of Elite/Resolutions or Deposits Customer Care experience with proven success in Key Performance Indicators

Skills that will help you in the role:

• Banking, credit card, call center experience a strong plus.
• Excellent oral communications skills and written skills
• Extremely customer-focused; positive, professional attitude
• Exceptional ability to investigate, analyse, and problem solve

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 reward. Supporting the banking and financial solutions of today’s demands, answering tomorrow’s questions, and redefining the future of customer support in finance.

#LI-Hybrid