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Customer Account Advisor
1 month ago
About the Role:
At Frasers Group Financial Services, we are seeking a highly skilled Customer Account Advisor to join our team. As a Customer Account Advisor, you will be responsible for handling customer contact effectively and professionally across all channels, consistently delivering excellent customer experience and outcomes, meeting targets in line with quality and regulatory standards and expectations.
Key Responsibilities:
- Effectively handle and deal with customer complaints, queries, and feedback across all channels, delivering an excellent customer experience through to resolution.
- Support customers in financially difficult situations to set up an affordable re-payment plan, ensuring the right outcome is reached.
- Detect and prevent fraud, supporting victims and brand reputation.
- Be receptive to a customer's circumstances and ensure a tailored approach is adopted.
- Maintain accurate and up-to-date information on relevant systems.
- Adhere to all compliance, governance, risk, and quality standards, ensuring that the right customer outcomes are achieved.
- Maintain a high level of customer service.
Requirements:
- Experience of working within the financial services sector.
- Good working knowledge of financial sector compliance and governance, i.e., FCA, TCF, Data Protection.
- Ability to deliver in a fast-paced environment.
- Delivery and customer-focused.
- Analytical, pragmatic, and systematic in approach to problem-solving.
- Ability to analyze requirements and processes and provide feedback.
- Self-motivated with the ability to work individually and as part of a team.
- Attention to detail.
- Excellent communication skills, both verbal and written.
What We Offer:
- A competitive salary and benefits package.
- A wide range of perks for our colleagues, including Reward, Recognition, and Opportunities.
- Frasers Champion - our employees are recognized every month for their hard work.
- Fearless 1000 - a bonus scheme for top performers.
- Frasers Festival - an event like no other.
- CEO Sessions - a quarterly opportunity to connect with our CEO and leadership team.
- Retail Reconnect - a chance to learn about our business, product, and customers.
- Frasers Fit - our wellbeing programme, supporting physical, financial, and mental wellbeing.
- Retail Trust - free access to a 24-hour wellbeing helpline, wellness hub, counselling, and financial/legal support.
How to Apply:
Our Recruitment Team will be reviewing applications, and all candidates will receive a response, whether successful or unsuccessful. Shortlisted applicants may be asked to confirm a few key details before being booked in for a first-stage interview with the Recruiter. If successful, we anticipate two further interview stages with the Hiring Manager/wider team, which will be more technically focused and could include a presentation/task to see your skills in action.
