Barclays Bank Wilmington , DE 19801
Job Title Collections Communications Specialist
Location 125 S. West Street Wilmington, DE 19801
Barclays is a transatlantic consumer, corporate and investment bank offering products and services across personal, corporate and investment banking, credit cards and wealth management, with a strong presence in our two home markets of the UK and the US. Our goal is to become the bank of choice by providing superior services to customers and clients and supporting our stakeholders via a commercially successful business that generates long-term sustainable returns.
About Barclays in the US
Barclays offers corporate and investment banking and credit card services in the US. Our 10,000 US colleagues are located in offices across the country, with headquarters in New York City. In 2017, Barclays announced plans to create a world-class campus in Whippany, New Jersey, for our Technology, Operations and Functional teams in the US. Other principal locations include Delaware, Nevada, Ohio and Maine.
About Collections Operations
Work with past due customers to resolve their financial situations using a variety of contact channels. Customers are contacted by Barclays colleagues located in Hamilton, OH, Henderson, NV along with leveraging suppliers across the globe.
Overall Purpose of role
The Communications Manager oversees Collections Operations customer communications reporting directly to the Customer Experience Lead.
Primary accountability includes: Maintaining current inventory of all Collections Operations customer communications including letters, emails and disclosures. Managing the re-certification process for existing customer communications and creating and managing approval for all new Collections Operations customer communications. Initiating, reviewing and approving colleague-facing operational communications.
Maintain inventory of all existing Collections Operations customer communications (letters, emails).
Maintain Compliance and Legal Copy approvals as required for customer communications.
Manage the re-certification/attestation process for all existing customer communications.
Work with vendors to make any required changes to communications and perform periodic testing to ensure accuracy.
Support the development and implementation of new customer-facing communications create, edit for content and incorporate the Barclays "Brand voice", manage approval process from Copy Review through Change Control and finally implementation. Maintain approvals and assist with implementation internally and/or with external vendors.
Maintain inventory of Collections Operations Job Aids and manage process for re-certification of content with subject matter experts and process owners.
Create and obtain approval for scripting/disclosures for Contact Center Desktop features and enhancements.
Initiate colleague communication as needed through the Technical Communications Team; provide content, review and approve.
Assist in the planning and coordination of business meetings and events as needed, including design and development of presentations.
Support Collections Product Owner with all communication requests as it relates to technology releases and new projects.
Attend Collections Operations listening sessions, create minutes, manage follow up tracker and distribute to attendees.
Ability to view communications through the lens of the recipient.
Ability to communicate effectively with internal colleagues, leadership and vendors.
Detail oriented, collaborative and a critical thinker.
Ability to prioritize work, multi-task and work independently with minimal supervision.
Demonstrates sense of urgency and ability to react quickly to issues.
Strong planning skills in developing, monitoring and delivering on projects
Knowledge of Barclays processes and systems preferred
Risk and Control Objective
All Barclays colleagues have to ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards.
To be considered for this role, click on the apply button now.
Barclays Values & Diversity
Dynamic working gives everyone at Barclays the opportunity to integrate professional and personal lives, if you have a need for flexibility then please discuss this with the hiring manager. We are an equal opportunity employer and we are opposed to discrimination on any grounds. It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.