Customer Service Advisor

2 weeks ago

Carlisle, United Kingdom Denholm Associates Full time

Do you have a background in customer service and enjoy helping customers over the phone? Our client is looking for an Arrears Management Advisor to join their small but highly effective team.
Although financial services experience is desirable for this role, what's most important is your ability to speak to customers on the phone and deliver, through attitude and actions, an exceptional customer experience. To meet, exceed and continuously improvestandards and quality of customer service, both internally and externally.
The role is hybrid and requires travel to the Carlisle-based office once per week on a Monday.
**Main Responsibilities**
- Dealing sympathetically and positively with customers who have mortgage arrears or current account debt.
- Communicating effectively with customers by telephone and letter.
- Dealing with straightforward arrears and current account cases.
- Negotiating repayment plans ensuring that these are affordable and sustainable.
- Making decisions about individual cases in line with your agreed mandate levels.
- Managing a case load efficiently ensuring that documented procedures are followed and compliance requirements are met.
- Ensuring that customers' individual circumstances are considered in all contact so that the customer receives the best possible outcome.
- Ensuring that agreed service levels are achieved.
- Identifying process improvements in order to reduce costs and/or improve service.
- Maintaining competence within the training and competence scheme.

**Experience and Knowledge**
- Experience of dealing with customers by telephone
- Understanding of compliance areas (MCOB, CCA and HCC) - not essential

**Key Competencies**
- A firm but fair approach to dealing with customers in potential financial difficulty
- Our client's core values are an important competency of the role - customer led, straight forward, responsible, forward thinking and better together.

If this position is of interest to you, even if you don't tick every single box, please get in touch - we can chat through the role and work out if it seems like a good fit.

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