RTB Application Support Engineer - AVP

Barclays - Hanover, NJ

Full-time - Mid Level

Hanover, NJ

Credit Intermediation and Related Activities

About the position

As a Barclays RTB Application Support Engineer - Assistant Vice President, you will manage fraud applications within the US Consumer Bank. This leadership role involves owning service level management and providing support for assigned services. You will lead a technical team to address issues and ensure production stability, acting as the accountable owner for all aspects of your services.

Responsibilities

• Provision of customer service to customer questions, concerns, and requests regarding accounts, products, and services in a timely and professional manner.
• Collaboration with teams across the bank to align, promote, and integrate customer care initiatives.
• Management and maintenance of customer records and documentation to ensure accuracy.
• Participation in training and development initiatives to improve customer skills, knowledge, and services.
• Identification of industry trends and developments related to customer service to implement best practices in customer care.
• Execution of escalation requests to the relevant team or senior management as required in a timely manner.
• Execution of customer service activities through various communication channels including chat, email, and phone.
• Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
• Identify ways to mitigate risk and develop new policies/procedures in support of the control and governance agenda.
• Take ownership for managing risk and strengthening controls in relation to the work done.
• Perform work that is closely related to that of other areas, requiring understanding of how areas coordinate and contribute to the achievement of the objectives of the organization sub-function.
• Engage in complex analysis of data from multiple sources to solve problems creatively and effectively.
• Communicate complex information to stakeholders and influence them to achieve outcomes.

Requirements

• Experience in managing fraud applications within a banking environment.
• Detailed understanding of root cause analysis.
• Experience in leading exercises using industry-standard monitoring and logging tools such as AppDynamics, CA Wily, Aternity, Splunk, and ELK.
• Strong risk and controls knowledge.
• Business acumen and strategic thinking skills.

Nice-to-haves

• Experience in customer service management.
• Knowledge of industry trends related to customer service.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health insurance plans.
• Retirement savings plan with company matching contributions.
• Opportunities for professional development and training.