Customer Services Specialist

3 months ago

Woking, United Kingdom Step One Finance Limited Full time

Step One Finance is delighted to announce that a position has become available for a full-time experienced Customer Services Loan Administrator based in Woking Surrey. Located just a two-minute walk away from the Woking town centre, we are excited for new talent to come and join our fast-growing diverse and dynamic office.

Step One Finance is proud to be an equal opportunity employer and we take affirmative action to create a more inclusive and equitable world of work.

**Role Requirements**
- Track record dealing with customers in a non-retail, office-based environment, ideally within Financial Services.
- Excellent Customer Service phone skills.
- Strong written and verbal communication skills.
- Proficiency in utilising Microsoft Suite (specifically Excel).
- Excellent analytical, administration and organisational skills.
- Strong team player who is conscientious, friendly and professional.
- Attention to detail.
- Self-starter with a ‘can do’ attitude. Pragmatic, flexible and solutions orientated.
- Open, honest, reliable and with integrity.

**Main Responsibilities**:

- To provide Step One’s customers with assistance if they raise a query or require information.
- To contact customers in respect of overdue balances, payments, fees and charges to ensure they remain informed.
- To conduct inbound and outbound calls with customers in a professional and empathetic way and behave in a manner that ensures Step One customers are treated fairly.
- To ensure the accuracy of customer and loan related data is captured during the loan administration process on our inhouse system.
- To establish and maintain an effective working relationship with key 3rd party business partners.
- To provide relevant statements to customers in a timely manner in accordance with regulatory guidelines.
- To read, understand and work in accordance with both the Company’s secured and unsecured policies and processes.
- To recognise and identify customers complaints and escalate them accordingly.
- To recognise when a customer is ‘vulnerable’ and provide them with available forbearance options.
- To assist customers who are in arrears by providing information and options available to them.
- To escalate to management, accounts where all options to recover monies have been exhausted and legal action may be required.
- To work with the Head of Customer Services in relation to any other ad-hoc queries.
- To report incidents that may have a customer impact to the Head of Compliance in a timely manner.
- To assist in the identification of Step One being used to facilitate financial crime.

The role is not responsible for any staff members.

**Why should you apply?**
- Company pension.
- Bonus Scheme.
- Private Medical Insurance.
- Monthly Performance-Based Reward Scheme.
- Casual dress.
- Cycle to Work Scheme.
- Referral Incentive Scheme.

Salary dependent on experience.

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

**Salary**: £26,000.00-£32,000.00 per year

**Benefits**:

- Casual dress
- Company pension
- Cycle to work scheme
- Private medical insurance
- Referral programme

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

- Woking, GU21 6DJ: reliably commute or plan to relocate before starting work (required)

**Experience**:

- customer service: 3 years (required)

Work Location: In person

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