Customer Support Agent

Role Overview

• Process inbound calls from customers from all tranches of Recoveries.
• Deal with calls correcting and accurately with professionalism.
• Process outbound calls to customers for due and overdue accounts.
• Record all customer contact notes accurately on the system.
• Achieve affordable payment plans for customers to assist them.
• Accountable for reducing default and delinquency for all assigned accounts.
• Establish and maintain effective working relationships with customers and colleagues.
• Ensure customer outcomes are within regulation and benefit both parties.
• 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.

Requirements

• 1 year experience in a customer centric environment
• 1 year experience working in collections/recoveries
• 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

Benefits

• Time-off on Birthday
• Wellbeing days
• Gym benefits
• Childcare benefits
• Health cash plan
• Aviva pension
• Professional subscription benefits