Hybrid - Collections Agent (Evening Shift)

3 days ago

Basildon, United Kingdom Fiserv Full time

**Our Mission**

We’re Fiserv, a global leader in Fintech and payments enabling innovative financial services experiences that are in step with the way people live and work today. Our aspiration is to move money and information in a way that moves the world. Our Purposeis to deliver superior value for our clients through leading technology, targeted innovation and excellence in everything we do.

Our core values are to earn client trust every day, create with purpose, inspire and achieve excellence, do the right thing and deliver on the promise of one Fiserv. It’s these values that create a foundation for us to be able make the right decisions anddeliver on our commitments to our client’s and one another other.

**Role Introduction**

It’s a fast paced inbound and outbound collections contact centre specialising in overdue credit card payments
- A front-line customer telephony role where you’ll be helping our financial services’ customers when spoken to for support
- A blended role with a combination of inbound and outbound work via a dialer
- Going beyond our client’s customers’ expectations as well as achieving and exceeding key performance indicators

**Responsibilities**
- Handling inbound and outbound calls, providing a brilliant customer service on behalf of our clients.
- By earning the clients trust every day, you will understand the customers’ needs and provide account management solutions to customers, wishing to change their contact and payment details.
- Inspire and achieve excellence in providing support to customers during the journey of their accounts. From the opening of the account all the way through to the closure.
- Completing payment solutions which may include the handling of debit card payments
- You will create with purpose by using problem solving skills, to find a positive outcome to any situation that may arise for a customer.
- Work in a FCA (Financial Conduct Authority) regulated environment, maintaining the client and Fiserv expectations and delivering on the promise of one Fiserv.

**What we’re looking for**
- Tech savvy work from home individuals with an ideal home environment to work professionally
- Thrive on alternative working hours
- Strong customer experience skills with the ability to handle complex queries competently.
- Confident telephone manner demonstrating empathy for customers in challenging situations.
- Organizational skills ensuring you can work across multiple systems whilst communicating with customers.
- Ability to problem solve in difficult situations to resolve complaints and find an appropriate solution with customers.
- Strong drive to exceed performance metrics, including quality and handling times, promise rates and bet promoter scores.
- High level of attention to detail, adhering to the client’s processes and terms and conditions.
- Good resilience to increased demand and changes in process.
- Previous experience desirable
- Good resilience to increased demand and changes in process.
- Flexible to work one Saturday a month
- Must be able to commute into Leeds if and when required

**What we offer**
- £22,880 starting salary
- Hybrid working (3 weeks remote, 1 week office based Basildon)
- 23 days annual leave, which increases with length of service, plus eight bank holidays
- Enhanced maternity, paternity, and adoption leave
- Healthcare enrolment
- Life Insurance - 4x basic annual salary
- Unlimited career development opportunities
- Service & recognition awards
- Company laptop

**Shift Rotation**
- Full-time 40 hour week, shift pattern 12:30pm - 21:00pm - Monday to Friday

**Well-being at Fiserv**

Our associates are the most important part of our business. To solve complex business challenges and create differentiated value for Fiserv clients, it's important that our associates are able to give their best at work every day. This means feeling greatin all aspects of their lives, as it relates to physical, financial, emotional and social well-being.

**Our commitment to Diversity and Inclusion**

Fiserv actively supports and encourages diversity in our workforce. Fiserv is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity,national origin or disability

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