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Coming out from behind the glass: Introducing our new Community Bankers

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Last year Barclays went through some big changes to adapt to a new way of banking.  As well as less counters, Digital Eagles and more self-service machines, we introduced Community Bankers, a role which has evolved from the cashier and personal banker.

A Community Banker combines the key aspects of the cashier and personal banker roles to create a single multi-skilled role, which we believe will make the job much more rewarding and enjoyable.

Why we introduced the Community Banker role?

Bank customers have changed the way they access information and services, and we need to keep up with them. That’s why our employees are developing the skills and knowledge to help customers adapt to the digital age and make their lives easier.

The move reflects the radical way banking is changing with customers increasingly choosing to conduct basic transactions through a digital platform and instead using branches for more in-depth conversations with employees.  Barclays employees are coming out from behind the glass, creating a more open, friendly and comfortable environment so they can speak to customers face to face.

Community Bankers will walk around with iPads and encourage customers to use self-service machines. This will not only reduce queuing but provide an easier way for customers to carry out their transactions. The role is providing a new way to bank that combines the right technologies with the best people-to-people service and is just one of the ways we are positioning ourselves to be the future of banking, while preserving the human touch that makes us who we are.

The purpose of the Community Banker role

The Community Bankers are going to change the way that Barclays approaches retail banking. The roles are taking the branches away from the more traditional bank set up. Instead of going into a branch and seeing a lot of cashiers sat behind desks, our service will be more focused on offering one to one support to customers via self-service and digital channels.

The Community Banker role in three stages

There are three stages within the Community Banker role, but each one has the same goals, which are to put the customer first and to help make Barclays the ‘Go-To’ bank in the UK.

Community Banker – Essential Banking

As a Community Banker Essential Banking you will spend most of your time in the banking hall helping customers solve their everyday banking needs. A Community Banker – Essential Banking has a good understanding of all digital propositions and proactively educates customers around digital offerings and self-service options.

Community Banker – Moment Banking

The Community Banker – Moment Banking fully understands the community he/she works with and proactively supports them. Using their strong financial knowledge, competitor propositions, and digital know-how, they confidently manage complex and emotive customer issues.

In a nutshell, they are creating memorable moments for our customers by ensuring they have a full understanding of our proposition and are making informed decisions to achieve their ambitions.

Community Banker – Go-To Banking

The Community Banker – Go-To Banking makes a real difference to Barclays customers by regularly and proactively contacting them and building community relationships. With detailed specialist and product knowledge, the Community Banker Go-To Banking demonstrates role model behaviours, taking an active role in coaching and mentoring colleagues.

If you like the sound of our new community banking jobs and you want to further your career in Retail Bankingfind out if you have the right skills and check out jobs in your area.

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