Customer Support Representative

1 month ago

Croydon, United Kingdom Fernovo Full time

**We are invited you to join a winning team**

Fernovo is a FinTech company, backed by institutional investors. Our aim is to revolutionize the short-term credit market. The company was established 7 years ago and has been growing at unprecedented rates ever since. We provide a dynamic and challenging work environment to those who willing to be part of a quality team.

The company is regulated by the FCA (Financial Conduct Authority).

As the face of Fernovo for our customers, you will be expected to build and maintain excellent customer rapport and call customers to chase payment of outstanding loan balances. This will involve the negotiation of affordable payment plans with individual customers and the processing of card payments using our online lending system. You will always be expected to follow all company policies and procedures when carrying out your role.

Our office is at 2 minutes walk from East Croydon Station. Work is mainly from home, one day per week in the office.

**Summary of responsibilities**
- Receive incoming calls and make outbound calls to chase overdue loan balances and/or answer general customer account queries.
- Negotiation of affordable payment plans for customers and correctly set these agreements using an online lending system.
- Accurate processing of collection letters to overdue customers to garner customer engagement.
- Liaise with Debt Management Firms acting on behalf of customers who are in financial difficulty to agree and process affordable payment plans.
- Accurate recording of all relevant data in the system to ensure that there is a logical flow for the collection process for each customer.
- Always adhere to FCA requirements on debt collection activities and in line with internal policies and procedures.

**Skills and experience**
- Proven experience in customer support-related role
- Fast learner
- Excellent written and verbal communication skills.
- Must have a "can-do" attitude, able to work from home.
- Attentive to detail.
- Ability to listen, empathize and negotiate with customers effectively to achieve targets whilst strictly maintaining Treating Customer Fairly (TCF) values and adherence to internal compliance policies and procedures.
- Familiar with CRM system, MS Office, etc.

**Job Types**: Full-time, Permanent

**Salary**: £24,000.00-£26,000.00 per year

**Benefits**:

- Work from home

Schedule:

- Day shift
- Monday to Friday

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Work Location: In person

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