Vulnerable Customer Support Agent

Role Overview

• Process inbound calls from customers/and transfers from customer support, deal with these calls correctly and accurately with a high level of professionalism
• Process outbound calls to customers, updating accounts with their I&E details, contacting them for due and overdue accounts to assist with payment and arrangements within affordable guidelines
• Record all customer contact notes accurately on the system
• Achieve affordable payment plans for customers to assist them and repatriate where possible
• Accountable for reducing default and delinquency for all assigned accounts
• Establish and maintain effective and cooperative working relationships with customers and colleagues alike.
• Ensure all customer outcomes are within regulation and to the benefit of both the customer and the business.
• Meet defined department Quality Assurance metrics (KPIs, SLAs)
• Work effectively as part of a team and individually
• Maintain and develop positive department performance and conduct standards both personally and within a team at all times.
• Assist and support other departments within the business to ensure a superb customer journey
• Supply excellent feedback to Line Managers on a regular basis

Requirements

• 1 year experience working with Vulnerable customers
• 3 years experience in a customer centric environment
• Financial services industry experience
• Experience of working within the FCA guidelines
• Knowledge and experience in dealing with vulnerable customers
• Results-focused and customer satisfaction driven
• Excellent verbal, written and numerical communication skills
• Strong team player
• Attention to detail and accuracy
• Focus on quality customer service
• Probing and Listening skills
• Competent computer literate ability