Introducer Support Advisor

**Job purpose**

**Dimensions**

The key aspects of the role:

- Respond to inbound and outbound telephone enquiries in a professional and respectable manner
- Maintain customer account records by recording / updating and deleting information as required
- Process and respond to all inbound and outbound correspondence
- Ensure company policies are adhered to and followed
- Always maintaining electronic and paper filing
- Identify and assess clients needs to achieve customer satisfaction and one call resolution where possible
- Record any dissatisfaction / satisfaction information in line with the company procedures
- Build sustainable relationships with all other internal departments and field staff
- React to any procedure changes positively and proactively
- Contribute towards the team by working together to achieve the SLA requirements
- Communicate with Dealerships / Area Sales Managers
- To keep up to date with the companys products & E Learning
- To present the company in a professional manner and maintain confidentiality
- To pay due care and attention to your own and others health and safety at all times
- Accurately recording and updating customers loan proposals
- To complete all ad hoc admin tasks as distributed by the Senior / Team Leader / Head of Department

**Knowledge, skills and experience required**

**Qualifications**:

- Good educational background with proficiency demonstrable in Maths and English
- 1-2 years previous financial services experience preferably in a consumer finance environment

Experience
- Experience of working in a team in an office environment
- Knowledge of treating customers fairly (TCF)
- Awareness of current FCA regulations
- Ability to understand and comply with documented processes, policies, and procedures
- Excellent verbal and written communication skills

Interpersonal
- Adaptable and flexible
- Ability to work as part of a team but also individually
- Reliable
- Excellent planning and organisational skills
- Enthusiastic can do attitude
- Able to work under pressure to tight deadlines
- Accuracy and attention to detail
- Professional and well presented
- Establishes effective working relationships
- Customer focused approach

**Additional information**
- Perm / 37.5 hours a week (8.5 hours per day inc. 1 unpaid hour for lunch = 7.5 hours a day)
- Able to reliably commute to office
- Rota shift work based on 8-8 weekdays and 9-6 Saturdays, Sundays & Bank Holidays (day in lieu earnt for working them)