Card Issuing Support Officer

• Experience with call centre operations preferably in the banking industry Preferred

• Knowledge of the Credit Card Industry

• Experience with call centre operations preferably in the banking industry Preferred

• Knowledge of the Credit Card Industry

Portfolio management and Service 80%

• Designing and implementing key interventions to grow card usage for active cards and meet laid down growth targets.

• Develop strategies to ensure increased activation of cards by the inactive card base.

• Provide data that will enable the sales team to drive their sales targets.

• Satisfy client’s ongoing financial planning needs identified by Portfolio MI analyst and develop strategies and plans to implement unique customer solutions as appropriate such as Loan on Card and Loan on Phone products.

• Optimize portfolio potential in conjunction with Product Manager, planning/undertaking effective marketing campaigns.

• Establish and develop card usage opportunities to meet the clients’ needs, introducing and working in conjunction with segment specialists, key among which will be Marketing.

• Optimize portfolio potential in conjunction with Sales Manager/Portfolio manager by supporting the various campaigns that the portfolio team runs with.

• Liaising with other departments to ensure smooth low of work and that customer queries are resolved in the shortest time possible.

• Customer service and complaints management

• Push Installments products, Spend Campaigns, CLM Model and Upgrades, pre approved card sales. Barclaycard Operations within the service level agreement times and sending weekly request to customer service for generation of LOP/EIP advise letters. Ensure delivery of Pre approved card application forms to CROPS.

Business Management 10%

• Ensure that targeted level of business results (i.e. income, costs, client satisfaction and client recruitment) for jobholder’s own portfolio are maintained

• Adhere to standards, legal and regulatory, in accordance with the Barclaycard guidance

• Implement and maintain a coaching and training programme for the Portfolio team members.

• Manage and motivate staff recognizing outstanding performance

• Lead and direct staff to achieve business objectives

Mandatory Risk and Control objective 5%

• Understand technical/regulatory matters affecting the business. Ultimate responsibility for the continuing compliance.

• Ensure Governance, Compliance, Risk and Control are implemented and adhered to meet Group Standards by Centre. Staff at all levels to be clear on what is expected of them. Any new regulatory or Group requirements are implemented and reviewed throughout Barclaycard in a timely fashion.