Description:
In this role, you will support one of our financial services Clients who provides unsecured lending to retail and .com (ecommerce) partners. The lending is typically related to mobile phones and other electrical goods. Our Client manages the complete loan lifecycle from onboarding, credit scoring, payments, and collections.
You will be the first point of contact for customers and stores who have questions or problems with setting up or managing loans through a variety of different mediums, social media platforms, email, calls and chats.
What will I be doing?
- Providing clear and excellent customer service to customers
- Dealing with queries relating to loan agreements, payments including direct debits
- Listening to customers and understanding their needs in order to provide solutions, whilst ensuring the right outcome for all
- Supporting customers to register and utilise the self-service portal including promoting the benefits
- Ensuring vulnerable customers are identified and supported appropriately
- Responding to all customer enquiries within given timescales, efficiently, effectively and accurately
- Being the first point of call for customer complaints to make sure that they're treated fairly and that customers can share their thoughts and concerns
- Taking ownership of issues and liaising with the client and internal Operations teams to resolve
- Demonstrating an ability to troubleshoot, analyse and identify solutions working as part of a team
- Using your own initiative to decide if a problem/query should be escalated to a Team Leader
- Developing and maintaining a full knowledge of client processes and procedures
- Responsible for maintaining and updating customer records within the CRM tool
What skills and experience will I need to succeed?
- Fluent in English, both written and orally
- Previous experience in customer service (both office and hospitality counts), financial services industry background is a plus, however, not necessary, full training will be given
- An empathic listener who can connect via telephone and email
- Excellent communication skills & ability to communicate at all levels
- Strong sense of ownership and drive to go the extra mile to solve an issue
- Proactive problem solver with a sense of urgency and responsibility
- Good organisational skills with the ability to multitask and prioritise
- Commitment to a high level of accuracy with excellent attention to detail
- Ability to work on own initiative and under pressure to achieve deadlines
- Basic knowledge of Microsoft Suite
- Ability to navigate multiple systems
- Strong numeracy and literacy skills