As a Customer Service Advisor - Collections, you will be providing high-quality support to our customers. Your aim will be to understand a customer's circumstance and offer the appropriate sustainable support for customers in financial difficulties or experiencing in-life vulnerabilities. You will be dealing with inbound and outbound enquiries from customers in all stages of arrears.
Responsibilities
* Deal with inbound and outbound telephone calls from customers relating to early and/or late stage arrears on regulated and unregulated accounts.
* Listen, question, and understand the root cause of a customer's financial situation and work with the customer to find their needs.
* Resolve customer enquiries to completion, aiming for first contact resolution where appropriate.
* Identify and attempt to resolve potential customer complaints.
* Understand the needs of vulnerable customers and arrange the appropriate type of support, including signposting to organisations who can help.
Qualifications
Essential:
* Exceptional customer service and communication skills, with a commitment to minimising customer effort.
* An excellent understanding of what good customer outcomes look like.
* An empathetic approach to customers through active listening and effective questioning.
* Excellent attention to detail.
* Ability to work under pressure.
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