Barclays Bilingual Language & Control Lead in Henderson, Nevada

Barclays moves, lends, invests and protects money for customers and clients worldwide . Please visit our website here for more information. * * Customer Care: The Customer Care Department is the company’s primary interface with existing customers.
This Department is essential in maintaining the balance between satisfying the needs of the customer and the bank, while managing to partner expectations at the same time. * * Overall purpose of role: The role includes overseeing the translation from English to Spanish for all Care policies, procedures and workflows, bilingual operation controls (OiC liaison) including the discovery, vetting and implementation of subsequent controls to mitigate the risks (this would also extend into Core Care when applicable). Perspective applicant will be challenged to work with all lines of business to negotiate, develop and potentially implement process improvement opportunities to reduce the dependency on third party companies such as language line and provide superior servicing for the bank at a reduced cost. The role requires working to provide a top-notch customer experience while mitigating risk to the Bank and making it as easy and as desirable as possible for our Spanish-speaking customers to do business with us by supporting our vision of making us the go to bank. This role serves as a one-stop shop for our Spanish bilingual teams, as well as internal and external business partners.

Key Accountabilities and Skills required:

  • Responsible for enterprise management of bilingual requirements and expectations

  • Ensure bank wide compliance with all bilingual functions and all applicant federal, state and local laws relating to bilingual processes.

  • Accountable to identify and build business cases to continually develop bilingual queues, cost justifying internal versus external support.

  • Authority to identify and drive changes throughout the organization to enhance the bilingual offering to our US Based customers.

  • This individual contributor role will interface with multiple Risk, Operations, Strategy and Compliance stakeholders to provide a single point of contact for information regarding BCUS’ compliance with the regulation.

  • Extremely proficient in Spanish

  • Extremely knowledgeable of Bank policies, procedures and workflows

  • Take full ownership of all Spanish translations with a development plan for a corporate wide strategy

  • Ensure that all risks and gaps are mitigated and closed

  • Listen actively and establish rapport with colleagues, management and business partners

  • Quickly understand and analyse colleague and customer needs by using active listening skills

  • Take ownership of any follow-up work necessary to ensure that risks and gaps remain closed

  • Speak/write knowledgably about products and services

  • Adhere to compliance regulations and security policies

  • Consistently meet performance standards set by department

  • Contribute ideas and recommendations for improvements to the Spanish-speaking customer experience

  • Deep understanding and appreciation of the risk model

  • Self-starter who can be successful with minimal oversight

  • Strong judgement

  • Complete additional projects and tasks as assigned

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    • * Key Job Functions:
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  • Collaborates with internal and external partners to incorporate bilingual customer requirements, strategies, standards and procedures to ensure that the bank is compliant with the regulatory and business expectations.

  • Identifies analyses, prioritizes and manages the removal of barriers to our bilingual customers, as defined by Local Policy.

  • Maintains relationships with all lines of business that impact bilingual customers to ensure reasonable accommodations are met.

  • Schedules, organizes, and leads effort to ensure maximum efficiencies, key deliverables and reporting requirements are met.

  • Continually evaluate competitor practices to identify best practices and affect changes within BCUS.

** Create and maintain of all communication vehicles for both colleagues and customers (i.e.: phone, written, web, etc.) for accessibility assistance throughout BCUS.


  • Bachelor’s degree preferred

    • Minimum Experience *
  • 5 – 7 years of Bilingual Servicing Experience

  • 5 – 7 years of Financial Services Experience

  • Superior written, verbal communication, organizational and project management skills

  • Ability to prioritize and manage severe projects simultaneously and drive continuous improvement throughout BCUS.

    • * Risk and Control Objective: All Barclay’s colleagues have to ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards.

Internal Qualifications:

  • Existing B5 level

  • Rating of Outstanding or Strong on last annual review

  • In current role for one year or more

  • No form of corrective action

  • Endorsement from current manager

  • Fluent in Spanish

    • * All Barclay’s colleagues have to ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards

Your Skills and Qualifications will include: * * * Basic Qualifications *

  • Financial Services Experience Required (5–7 years)

  • Understanding of Regulatory/Compliance related initiatives (1–3 years)

  • Experience with Process Management (1–3 years)

  • Information Management and Superior presentation and documentation skills ( 3-5 years)

  • Ability to manage and affect change at multiple levels of the organization including “C” level and ExCo (1-3 years)

  • Successful interaction and productive delivery with both internal and external Auditors (1-3 years)

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    • Preferred Qualifications *
  • Excellent oral communications skills (grammar, positive tone, active listening, etiquette, empathy, confidence)andwritten skills (spelling, logical thought processes and sentence construction, appropriate word choice) in both English and Spanish

  • Extremely customer- and risk-focused; positive, professional attitude

  • Self-motivated with the ability to meet aggressive goals

  • Pays strict attention to detail, understands importance of accuracy and responsiveness

  • Strong PC, navigation, and internet skills

  • Very good organization and work prioritization skills

  • Proven customer service experience is a must

  • Strong networking and project management skills

  • Ability to interface with BCUS Compliance, Legal and internal audit business partners

  • Ability to interface with regulatory bodies and other external partners

  • Superior Organizational and interpersonal skills

  • Excellent written and verbal communication skills

  • Attention to detail and ability to work in a fast paced environment

  • Proven ability to effectively manage relationships with all levels, including SLT/ExCo members

  • Demonstrable ability to negotiate and influence senior leadership and business partners to achieve maximum risk-mitigation and world-class customer service

    • * The Benefits:Our customers deserve the best. The same goes for our employees. That's why at Barclays you'll receive a range of benefits that include a competitive salary and all the tools, technology and support you need to succeed.
    • * Our Culture:Everything we do is shaped by the five values of Respect, Integrity, Service, Excellence and Stewardship. The values inform the foundations of our relationships with customers and clients, but they also shape how we measure and reward the performance of our employees. Simply put, success is not just about what you achieve, but about how you achieve it.

    Dynamic working gives everyone at Barclays the opportunity to integrate professional and personal lives, if you have a need for flexibility then please discuss this with the hiring manager. Barclays is an equal opportunity employer and are opposed to discrimination on any grounds.* *For more detailed information, please visit our dedicated Diversity and Inclusion site here .

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    • EEO statement * It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.

Name of reviewer: Robert Crutchley Role of reviewer: Vice President, Henderson Core Care Operations Date of review : 4/6/17

Title: Bilingual Language & Control Lead

Location: Nevada-Henderson

Requisition ID: *90139835