Customer Support Officer Full Time Full-time Job1 month ago - Customer Services - Manchester - 132 views
No previous banking knowledge is needed. You can apply from the retail, hospitality, travel or any customer related industry. Your integrity, communication and empathy is what we are looking for.
Length: 12 months
You might be asked to work weekends and out of hours.
Hours and working pattern: Full-time position on a 6 week rota
Provisional Hours as per brief information*
• ** Please note due to the nature of the role and business demand, your working pattern can change at your manager’s discretion at any time. This working pattern will fall between Monday to Sunday 8am to 9pm. Your flexibility throughout the assignment is therefore required to accommodate this*
• Overall purpose:
The BFA team are committed to delivering a best in class customer experience. We focus on customers who are in current and future financial difficulty. We work with our customers to understand their current financial situation and look to assess affordability. Based upon these financial assessments, we work with our customers to create a repayment solution to ensure the customer repays their lending excess and returns back to sustainable terms in a way that is affordable and manageable for our customers.
Understand customer’s specific needs, which may involve complex income and expenditure discussions or referrals to internal or external support.
Supporting customers through our inbound and outbound strategies in a fast-paced call centre environment.
To understand and identify customer needs in order to tailor solutions, whilst ensuring the right outcome for the customer and the bank at the first point of contact.
Understand and listen to customer concerns and correctly identify customer complaints to resolve first time ensuring complaint escalation where appropriate.
Correct use of internal systems to ensure that a customer’s records are accurately maintained and are up to date.
Undertake a variety of contact roles, when required, based on customer preference and business requirements, such as; voice, letter, digital contact (e.g. SMS, video chat, on-line chat etc.).
Ability to interact with customers via inbound or outbound telephony activity.
Experience working in a contact or call centre/telephony environment and/or Financial Services experience.
Strong computer literacy
- Ability to navigate multiple systems.
Strong numeracy and literacy skills
– Ability to understand the different options available to customers and summarise with strong attention to detail.
Previous experience of working with customers in potential vulnerable circumstances or financial difficulty.
Demonstrable experience dealing with challenging customers in stressful situations.