Financial Customer Associate Full Time Full-time Job1 month ago - Customer Services - Manchester - 43 views
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 tointeract with customers via inbound or outbound telephony activity.
Experience workingin a contact or call centre/telephony environment and/or Financial Services experience.
Strong computer literacy
-Ability tonavigate multiple systems.
Strong numeracy and literacy skills
–Ability tounderstand 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.