British multinational banking and financial services company Barclays announced on Friday that it has launched a new customer service role at its branches, which will see 6,500 Barclays branch staff promoted to the position of Community Banker.
Barclays said the way its customers use banking services is changing radically, with Internet banking on the rise and more customers opting to conduct basic transactions through a digital platform. The changing nature of banking has resulted in customers just using bank branches for more detailed conversations with staff, so the bank has introduced the new role of a Community Banker to provide further skilled, in-depth service to its customers.
The Community Banker teams will come into force on 1 October this year. The traditional ‘Cashier’ role will be evolved into ‘Community Banker role’, with every ‘B1 Cashier’ moving up a grade to ‘B2 Community Banker’, to more accurately reflect their role with customers. The Community Bankers will be given more flexibility and empowerment in order to devote more time to support banking customers from branches through to the wider community.
In addition, Barclays said it investing in its branches and doing away with counters, so that staff in the banking hall will use iPads to help customers, instead of conducting bank business from behind a window.
Steven Cooper, CEO, Barclays Personal Banking, commented: “We know that really helping customers requires a lot of valuable people skills and this change is about investing in our colleagues and recognising their talents.”
The bank added that all current BA1 Cashiers will get a pay rise when they are promoted to the BA2 position. The aggregate pay rise will be 2.8%, but individual increases will vary according to their current pay rate. Barclays Apprentices and Barclays Degree Programme (Retail Trainee) colleagues will continue to be grade as BA1.