Client Services Executive

4 weeks ago

London, United Kingdom 808 Group Full time

Role : In-Life Client Services Executive Team : Client Services Type: Permanent Salary: Base £35k-38K. Discretionary bonus circa 10% per annum In-Office: Three days per week (A Monday or Friday each week)

The Company Our client is the UK’s only independent finance provider dedicated solely to high end vehicle finance, they offer bespoke specialist finance for modern day cars, supercars, classic cars and historic cars to private individuals and businesses.

Purpose & Objective of role

As an In-Life Client Services Executive you will be the first point of contact for existing clients, assuming the role of the “go to” person for client life cycle queries. This includes taking client calls, creating, and managing case logs, identifying and liaising with vulnerable customers, producing management information and pro-actively overseeing discussions with clients regarding their agreements, whilst delivering a consistent tone of voice and client experience.

Expectations

As a member of the In-Life Client Services Team, the incumbent is expected to support the decision-making and operation of the wider business, and to act as a role model and to others, leading the Company’s Values and making a positive contribution.

Roles & Responsibilities

· To take responsibility for managing In-Life Client Services, ensuring  products and the regulatory environment is understood and complied with.

To amend and maintain accurate company records to ensure legislative, customer and company requirements are met.

·         To answer incoming telephone enquiries across the full product range, respond to them and fully document how they were resolved, ensuring that all communications are handled accurately and adopting the most appropriate method of communication.

·         Assist clients with payment and vehicle changes

·         Working with all departments to raise awareness of Vulnerable Customers

·         Contribute to relevant company development by actively participating in projects and committees where required.

·         Actively contribute to the continuous improvement and development of the team, through reviewing procedures to meet expectations of service and conduct and improve on own self development.

·         Produce and present regular Management Information

Knowledge, Skills and Experience

·         Experience working in a similar role in Financial Services

·         Experience managing end-to-end administration processes

·         Experience communicating with clients and intermediaries via different platforms

·         Knowledge of regulatory environment in which we operate

·         Understanding of the products and services provided

·         Understanding of SLA's ensuring effective operational excellence is delivered

·         Can work effectively and collaboratively in a team environment

·         An understanding of Consumer Duty would be helpful

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