Key skills
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About this role
Role Overview
- Handling multiple live customer chats
- Receiving and making telephony calls from Customer requiring assistance with their loans
- Supporting our omni channels i.e. live web chat, email, SMS and phone (inbound and outbound) including dialler software.
- Assessing customer affordability using our industry leading Open Banking software
- Agreeing and setting affordable payment plans with customers
- Processing on our systems when customers advise they are pursing alternative debt solutions
- Setting promises to pay received through digital channels
- Dealing with third party partners i.e. Field suppliers, debt collection agencies, insolvency portfolio managers
- Thinking analytically and giving suggestions and ideas as part of continuous improvement
Requirements
- An experienced Customer facing advisor confident at dealing with customers in arrears with credit products
- Have a good understanding of FCA regulation including CONC7 and DPA requirements
- Have an awareness of the broad range of debt solutions i.e. Payment Arrangements, DMPs, IVAs, Trust Deeds, DROs, Breathing Space etc.
- Understands Customer Vulnerability and how to identity and manage
- Comfortable working with statements and ledgers to interpret transactions to help resolve customer queries
- Familiar with Microsoft Office products (Word, Excel, Teams)
- Have a very strong attention to detail and a high regard for consistency
- A strong team player who will help as required to deliver tasks within the team SLAs
- Familiar with KPIs and targets and quality assurance requirements
Benefits
- Everyone owns a piece of the company
- equity
- Hybrid with 3 days a week in the office
- 25 days’ holiday a year, plus 8 bank holidays
- 2 paid volunteering days per year
- One month paid sabbatical after 4 years
- Employee loan
- Free gym membership
- Team wellness budget to be active together
- set up a yoga class, a tennis lesson or go bouldering