Customer Service Advisor

Job description

An experienced Customer Service Advisor is required to join a fast growing internet finance company which provides online credit solutions to a diverse client group. Their aim is to ensure an innovative and timely approach to all of their customers. They offer an alternative to High Street lending by listening to their customers and offering instant solutions that help them manage their short term needs. They are a vibrant and entrepreneurial company where ideas and innovation is rewarded and welcomed. Hard work is as a matter of course and achieves their desired end results.

Main Purpose of the Role: Customer Service Advisor’s main role is to aid customers with any questions and/or queries they have regarding their accounts.

Main Duties and Responsibilities:

Our aim is to provide the best possible customer service to each and every customer.

• Answering any customer queries regarding their account via phone, email and letter where necessary -IE: changing pay dates (may require asking the customer for proof of change).
• Dealing with customer minor complaints in a quick and effective way, ensuring the outcome is in the best interest of both the customer and the company.
• Taking payments from any customers due in the future.
• Assisting customers that are in financial difficulty, this can include setting up affordable Repayment plans.
• Dealing with customers refund requests and issuing them to the Customer service Manager to authorise.
• Acting as the first point of call for customers.

• Dealing with a large number of inbound calls and emails.
• Responding to disputes from Credit Reporting Agencies.

This is a summary of the role and the employee is expected to undertake additional ad-hoc duties as and when necessary to fulfil the needs of the business.

Person Specification /Skills/Education and Attributes:

The ideal candidate will be adaptable, self-motivated, and possess excellent customer service skills to ensure a high quality of service is maintained. Successful candidates will also have:

• GCSE grade C or above in English and Maths
• Excellent verbal and written communication skills.
• Strong Customer Service Focus
• Excellent Telephone Manner
• Well motivated and proactive with the ability to work without supervision
• A team player who can demonstrate initiative
• High attention to detail
• Approachable, empathetic and considerate
• Strong knowledge of Microsoft Office (Excel and Word)
• Strong organisational skills
• Experience of working within the financial services sector with familiarity with the FSA/FCA is desirable but not essential.
• Candidates who are degree-educated are of high interest.