Alice Jones, 22, works in the Vulnerable Customers and Accessibility Team, based at 1 Churchill Place at Canary Wharf in London. She lives in Greenwich, London, with her partner. She tells us about gaining a first through Barclays’ degree programme, being known as the “scams lady” – and her Fitbit obsession.
My alarm goes off… at different times every day! I know that sounds like the weirdest thing, but I never set the same alarm time from day to day. Someone once told me to keep your brain active you shouldn’t have a set routine. So my alarm can go off anywhere between 6:30am and 7:15am, depending on my workload.
The first thing after I’m up is a cup of tea. And then I can’t function without watching the news. I have to know what is going on in the world. Then I don’t really talk until I get to work and I don’t eat my packed breakfast until I get there. I like walking to work because I live close by in Greenwich. Similar to my alarm, I try and take a different route every day so my brain isn’t switched off. To be honest, my routine is to not have one! Plus, I’m now obsessed with my Fitbit, so if I’m lagging behind on my steps I make sure I take a longer route the next day.
My job involves… working in a really exciting team called the Vulnerable Customer and Accessibility Team. Our work is about helping those in vulnerable situations and my part of the team works on identifying and protecting customers who are more likely to be victims of fraud, specifically scams. It’s a really distressing time if you’ve been scammed, and as a bank we have an opportunity to stop those customers from falling victim – only 5% of scams are reported.
There’s a range of work we do to support this like colleague awareness – that’s working with our colleagues across the business to help enhance their knowledge and understanding of what tools are available to help them have those conversations with customers. We also launch new processes, and provide training for in-the-moment support for potential victims of a scam, which allows our colleagues to talk to them, reassure them and put protective measures in place. The amount of money and emotional detriment – which is the most important part as you can’t put a price on that – they’ve saved our customers is fantastic. Anyone can be vulnerable at any time in their life, it just depends on the situation.
A recent project I worked on is banking protocol, an industry-wide process, which is about working with the police to make sure our branch colleagues can refer scam cases there and then. Elsewhere, we have some other really exciting work.