Customer Care Specialist

3 months ago

Bournemouth, United Kingdom MAL Full time

MAL is a leading FinTech company providing innovative loan solutions to UK residents, utilising cutting-edge Open Banking technology to ensure responsible lending practices. We are seeking dedicated individuals who are eager to contribute to our dynamic team.

**Position**:
At MAL, we understand that each customer is unique, requiring a tailored and empathetic approach. While technically part of our Collections team, your primary focus will be on supporting our customers during their times of need. Leveraging forbearance tools, you'll craft solutions that not only address their financial challenges but also significantly enhance their lives.

We are seeking individuals who possess a genuine care for people and can forge strong relationships. In return, we offer complete autonomy over your role and customer interactions, empowering you to support their overall financial wellbeing. We foster a culture of innovation, encouraging our team to come up with new approaches and solutions to elevate both customer experience and business success.

While prior financial collections experience would be helpful, we place greater emphasis on your ability to take ownership and solve problems. This role is office based, fostering close collaboration within our team, and while it's not remote, being 2 minutes from the beach definitely helps with the creative process.

**Key Responsibilities**:

- Maintain meticulous records of all borrower interactions, including payment agreements and forbearance arrangements.
- Deliver exceptional customer service by addressing their needs and concerns with professionalism and empathy.
- Collaborate closely with fellow team members and other departments to resolve borrower issues and achieve shared goals.
- Meet or exceed monthly targets aligned with our customer-centric departmental objectives.
- Assume accountability for overseeing and structuring your own caseload.

**What We Provide**:

- A dedicated training and development budget to nurture your professional advancement.
- A relaxed and inclusive work environment with a casual dress code.
- An exciting opportunity to make a tangible impact on the business and actively contribute to its growth, with ample prospects for career development.
- Regular complimentary breakfast days to kickstart your day on a positive note.
- Access to local discounts for additional perks.
- A consistent Monday to Friday schedule, providing work-life balance.

Pay: £30,000.00-£35,000.00 per year

Schedule:

- Monday to Friday
- Weekend availability

**Experience**:

- collections: 2 years (preferred)

Work Location: In person

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