CMSS Agent

CMSS Agent

Wilmington, DE

As a Barclays CMSS Agent, you'll be required to be a subject matter expert in all the Customer Complaints. You will also be responsible to analyze and interpret both the desktop and green screen account data to root cause failures in process, procedure, or agent. You'll review failures in process to remediate and address and be a Supplier aid. You'll also be managing the facilitation of media and reconciling to the requests submitted by the suppliers and will have to assist managing the Collections Management Support Service phone lines.

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.

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 carer, 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. If you would like some flexibility, then please discuss this with the hiring manager, and your request will be reviewed subject to business needs.

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?

• Working closely with Partners to ensure a positive experience and provide prompt resolution to issues
• Handling the manual updates to the credit reports for our supplier network
• Having a keen attention to detail as this process is highly regulated by FCRA
• Providing media documents to all third-party suppliers within SLA to keep us compliant to our contractual obligations
• Managing our SCRA process including the written, verbal, and proactive enrolment
• Maintaining control reports that manage Operational processes to make sure they are working properly and reduce our potential risks
• Showing a thorough knowledge of all payment program set-up attributes
• Delivering high-level knowledge of Operational strategic practices to identify failures

What we're looking for:

• Significant years collections experience in banking or credit card Service Center
• High School Diploma or Equivalent
• CMSS non-voice experience
• Experience with Microsoft Office products such as Excel, Word, and PowerPoint

Skills that will help you in the role:

• Collector two or three or similar experience in your department
• Thorough knowledge of Collections systems, procedures, and regulations
• Excellent judgment, professionalism, leadership
• Systems: EVA, TSYS and NeuAnalytics

Where will you be working?

Barclays' Wilmington campus includes two beautiful buildings located along the historic Wilmington Riverfront. A glance out our windows reveal a scenic look at the Christina River, along with a growing riverfront community of luxury apartments, shops, and restaurants. Additionally, the Wilmington train station is a short walk away making travel from New York and Washington, DC convenient.

#LI - Hybrid