Job Description
Purpose of the role
To provide customer support and resolution of client inquiries and issues through various channels, ensuring a seamless and consistent experience for every customer.
Accountabilities
- Support to clients with everyday banking tasks such as deposits, withdrawals, transfers, bill payments, as well as updating personal information, contact details and account preferences.
- Provision of support to clients with products and services, such as online banking, mobile app functionalities, and any technological difficulties related to their bank accounts, explaining the key features, benefits, and other comparisons that might suit their needs.
- Guidance to new customers through account opening procedures, explanation of account terms and conditions, and setting up of online access and other services.
- Management and maintenance of client relations by resolving various customer concerns and inquiries, including account balances, statements, transactions, fees.
- Maintenance of confidentiality and security of client data by following strict data security protocols and ethical practices.
- Provision of timely updates on changes in banking policies, fees, and product offerings through various channels like email, newsletters, and online announcements.
- Education of clients about financial concepts, budgeting, and responsible banking practices through workshops, webinars, and educational materials.
Analyst Expectations
- To meet the needs of stakeholders/ customers through specialist advice and support
- Perform prescribed activities in a timely manner and to a high standard which will impact both the role itself and surrounding roles.
- Likely to have responsibility for specific processes within a team
- They may lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources. They supervise a team, allocate work requirements and coordinate team resources.
- If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
- OR for an individual contributor, they manage own workload, take responsibility for the implementation of systems and processes within own work area and participate on projects broader than direct team.
- Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of closely related teams.
- Check work of colleagues within team to meet internal and stakeholder requirements.
- Provide specialist advice and support pertaining to own work area.
- 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 all teams in area contribute to the objectives of the broader sub-function, delivering impact on the work of collaborating teams.
- Continually develop awareness of the underlying principles and concepts on which the work within the area of responsibility is based, building upon administrative / operational expertise.
- Make judgements based on practise and previous experience.
- Assess the validity and applicability of previous or similar experiences and evaluate options under circumstances that are not covered by procedures.
- Communicate sensitive or difficult information to customers in areas related specifically to customer advice or day to day administrative requirements.
- Build relationships with stakeholders/ customers to identify and address their needs.
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.
Join Barclays as a PBWM Business Support Analyst - High Risk Reviewer, where you will provide essential operational and administrative support to the Private Banking Executives and Bankers, ensuring that the necessary support is provided for high-risk review process. This is a non–client‑facing position, focused on delivering high‑quality internal support that enables bankers to provide exceptional service to clients.
Reporting into the Private Banking Executive Support Manager. The Business Support High Risk team is responsible for the client high risk reviews that the Bankers and Private Banking Executives (PBEs) undertake as part of the annual review client process, providing an excellent client experience whilst also ensuring that Barclays meets its obligations regarding Know Your Customer and other relevant external regulations and internal policies.
This role plays a key part in protecting the bank and its clients by conducting Anti-Money Laundering (AML) reviews, assessing client risk profiles, completing due diligence activities, and ensuring compliance with regulatory requirements and internal policies. The position supports the effective management of high-risk and politically exposed person (PEP) cases, applying risk mitigation measures and maintaining high standards of data quality, governance, and financial crime oversight.
Working closely with Private Bankers, Private Banking Executives, and specialist risk teams, the role acts as a trusted partner in delivering a seamless client experience while meeting regulatory obligations. The successful candidate will build strong stakeholder relationships, provide guidance on due diligence requirements, identify opportunities for process improvement, and contribute to the ongoing development of risk, compliance, and client onboarding practices across the business.
To be successful in this role, you will need:
- The ability to build trusted relationships and collaborate effectively with a wide range of stakeholders across different teams and levels of seniority.
- Communication and interpersonal skills, with the confidence to provide guidance, influence outcomes, and adapt your approach to different audiences and situations.
- Sound judgement, attention to detail, and a structured approach to managing priorities while maintaining high standards of accuracy and quality.
- A proactive and client-focused mindset, with the ability to solve problems, identify opportunities for improvement, and contribute to positive business outcomes.
- A commitment to continuous learning, knowledge sharing, and supporting colleagues through coaching, collaboration, and inclusive teamwork.
Other highly valued skills include:
- Experience supporting Know Your Customer (KYC), Client Due Diligence (CDD), Anti-Money Laundering (AML), or financial crime risk management activities.
- Knowledge of regulatory requirements, risk assessment processes, and governance frameworks within banking or financial services.
- Familiarity with client onboarding, periodic review processes, transaction monitoring, and associated risk and compliance controls.
This role will be based in London.
You may be assessed on the key critical skills relevant for success in role, such as risk and controls, business acumen, strategic thinking, change and transformation, and communication, as well as job‑specific technical expertise.