Financial Advocate

3 days ago

Beeston, Nottinghamshire, United Kingdom Capital One - UK Full time £27,000

We understand that our customers may face difficulties in making payments on their credit card account due to various reasons such as health issues, job loss, or personal vulnerabilities.

As a Financial Advocate at Capital One UK, you will use your strong communication skills to provide exceptional customer service, educate customers on next steps, and signpost them to relevant support services.

Key Responsibilities:

  • Remain customer-focused and prioritize their needs in every decision-making process.
  • Analyze customers' financial situations, determine affordable payment plans, and communicate effectively to ensure understanding.
  • Exercise judgment to assess the most suitable outcome for each customer, taking into account their individual circumstances.
  • Clearly explain complex credit information to customers, helping them make informed decisions.
  • Support customers through sensitive situations, being mindful of potential vulnerabilities.
  • Signpost customers to external support services, such as debt charities or wellbeing organizations, and collaborate with these third parties when necessary.

Requirements:

  • A natural problem-solver with a customer-centric approach, committed to achieving the right outcomes.
  • Resilience is essential, as this role can be demanding, particularly when dealing with sensitive situations.
  • A team player who embodies integrity, treats colleagues and customers with respect, and upholds our values.
  • Previous experience within the finance industry is desirable but not mandatory; we welcome applicants from diverse backgrounds.
  • Excellent communication skills, with the ability to adapt to different customer needs and personalities.
  • A passion for delivering exceptional customer service, driven by empathy and advocacy.
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