Customer Experience Professional
3 days ago
We're a leading property finance expert with an entrepreneurial spirit, offering a range of mortgage and secured loan products to individuals and businesses who are typically underserved by mainstream lenders.
Our company was established in 1974, and we've built a team of over 750 colleagues who are passionate about supporting individuals and businesses achieve their property ambitions by making finance work for them. We pride ourselves on our common-sense approach to lending and aim to understand each customer's circumstances to offer the appropriate support.
Job Description
As a Customer Experience Executive, you'll be working as part of our Operations Collection Team, providing high-quality support to regulated and unregulated customers through exceptional customer service and treating customers with compassion.
- Deal with inbound calls from customers relating to early and/or late stage arrears on regulated and unregulated accounts.
- Display effective listening and questioning to understand the root cause of a customer's financial situation and work with the customer to find the right solutions for their needs.
- Resolve customer enquiries – aiming for first contact resolution to reach good customer outcomes.
- Identify and resolve any customer complaints and escalate where appropriate.
- Understand the needs of vulnerable customers and arrange the appropriate type of support.
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