Vulnerable Customer Support Agent
Vulnerable Customer Support Agent
Credit Collections, UK Remote
Overview
As part of our Vulnerable Customer Team, you will be working with customers who have expressed severe vulnerabilities and whose accounts have or will fall into arrears. You will be responsible for managing inbound and outbound customer calls and emails, showing empathy and understanding. Taking into account their circumstances to find a repayment arrangement option that is affordable to their needs, that will help them to get back on track. Your passion for finding the right outcome every time, and your willingness to go the extra mile for our customers is paramount to success.
Key responsibilities
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
Your skills & experience
Essential
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
Desired
Previous experience of working in a Consumer Credit environment
Basic knowledge of legal process/procedure (Small Claims)
Apply Now
Credit Collections, UK Remote
Overview
As part of our Vulnerable Customer Team, you will be working with customers who have expressed severe vulnerabilities and whose accounts have or will fall into arrears. You will be responsible for managing inbound and outbound customer calls and emails, showing empathy and understanding. Taking into account their circumstances to find a repayment arrangement option that is affordable to their needs, that will help them to get back on track. Your passion for finding the right outcome every time, and your willingness to go the extra mile for our customers is paramount to success.
Key responsibilities
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
Your skills & experience
Essential
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
Desired
Previous experience of working in a Consumer Credit environment
Basic knowledge of legal process/procedure (Small Claims)
Apply Now