Part Time Call Centre Agents

Job description

  Location
Maidenhead, Berkshire
·  Salary
£11.50/Hour
·  Category
Banking & Financial Services - Account Manager
·  Job type
Contractor
·  Industry
Banking and Financial Services
·  External Reference
JN-102018-28142

Our lovely client based in Maidenhead are looking for articulate, passionate PART TIME Outbound Call Centre Agents.

You can work school hours or late shifts but you will need to work Mon-Friday.

The ideal candidates will have a proven track record of working in a busy call centre environment or have previous financial services knowledge.

You will need to be able to problem solved with an effective solution for a positive outcome for both client and customer.

This is a 6-month contract role with a possible extension or permanent at the end of the 6 months.

Full Training will be provided including classroom training over a 12-week period.

Overall Purpose of the role:

The principle responsibility of the Servicing Advisor role is to communicate with customers and/or their representatives (e.g. solicitors, debt advisors, brokers) to provide forbearance solutions specific to a customer's individual circumstances and within the client's credit framework.

This process will be achieved through contact and consultation with the aim of understanding the customer's financial circumstances and therefore enabling appropriate forbearance options to be discussed. Requirements or circumstances outside of the client credit framework are to be detailed and escalated as appropriate.

Key Accountabilities:

Carry out post, email and telephonic duties, this will include the following;

� Completing DPA checks

� Handling standard queries and specialist enquiries where appropriate, transferring non-arrears enquiries that cannot be dealt with to the correct department.

� Taking payments from customers

� Responding to outbound calls and conducting outbound telephonic campaigns on defaulting loans and mortgages.

Effectively conclude forbearance options, using influencing and questioning techniques. This will include:

� Accurately capturing information to assess customer circumstances including customer Income & Expenditure information

� Operating within the prescribed client credit framework, escalating requests/requirements falling outside the client framework to the appropriate level

Investigating & responding to complaints raised by customers and/or their representatives at first point of contact

Carry out external service provider administration. This will include:

� Respond to any account/customer related queries raised by external service providers

·  Customer Focussed with the ability to adapt to changing situations

·  Collections Focussed with a good understanding of questioning techniques

·  Service Quality Focussed with Good Time Management

Desirable skills:

� Ability to work in within a fast paced, telephone based financial environment, with a desire to exceed expectations

� Positive attitude and resilient when faced with challenging situations

� Ability to assess, analyse & recommend solutions to customer & process related challenges/problems

� Ability to show empathy to a customer's situation without judging

� Multi-tasking in the role to ensure that the business one touch approach to customer service is taken forward

� High degree of numerical & grammatical accuracy with an attention to detail

The company offer full training, free parking, free transport from station, onsite canteen

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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