Financial Support Agent

* Chatham* Full Time (Permanent)* Hybrid* 28-32k* Financial Support## About the roleLocation: Chatham, Kent UKThe Financial Support team is responsible for working with customers experiencing financial difficulty and struggling to make their contractual payments. Our primary role is to interact with customers to understand their circumstances to ensure we can **offer a solution** which is both **affordable and sustainable and meets their individual needs.**Reporting to the Team Lead, you will **undertake customer queries via telephony, email and live chat.** We're looking for a superstar that can **consistently improve overall quality standards, and embed processes and procedures to deliver good customer outcomes.**## Your objectives* Ensure all customer contact is **conducted to the highest standard and quality monitoring results are consistently achieved** to evidence good customer outcomes.* Ensure **process and policy adherence,** highlighting processes to management which may require enhancement.* **Interact directly with customers via voice/non-voice** as part of your role to ensure customer demand is met.* Support customers **ensuring interactions are assessed against Lendable's quality assurance** scorecard and delivering meaningful and tailored responses.* **Identify opportunities for product and process improvement** to better serve customers, escalating where appropriate any identified risks or potential risks that are a risk to achieving good customer outcomes.* Support other areas within Operations to meet operational performance if required.* **Meeting defined individual and team performance targets** to ensure delivery of key business and good customer outcomes are evidenced and met.* **Identifying and recording customer dissatisfaction** against Lendable's processes and responding appropriately to achieve complaint resolution, where complaint resolution is not possible following complaint escalation procedures.* **Signpost customers** to relevant free debt charities, alternatively, identifying appropriate charities based on the customers' individual needs and circumstances.* **Identifying vulnerable customers** and **ensuring vulnerable processes and policies are adhered** to to support customers who may be vulnerable.## **Your profile*** Minimum **6 months of Financial Support/Collections experience preferable*** Previous **cards experience** desirable* Previous experience of **working to target desirable*** Previous experience of **working in a customer contact/facing role essential (**if no previous work experience, able to evidence competencies which demonstrate capability)## What you'll need to succeed* A **logical and methodical approach to evaluating individual circumstances** to identify appropriate solutions based on a customer's circumstances* **Strong communication skills** both written and verbal to support customers across Lendable's channels* **Strong prioritisation skills**, ability to organise* **Resilient** and **calm** approach when faced with difficult situations* **Able to adapt written and verbal communication** to suit an individual's needs.## Compensation**£28,000 - £32,000 per year** Offers Equity* The opportunity to scale up one of the **world’s most successful** fintech companies* **Best-in-class** compensation, including equity* You can work from home **every Monday and Friday** if you wish - on the other days we all come together IRL to be together, build and exchange ideas* Enjoy a **fully stocked kitchen** with everything you need to whip up breakfast, lunch, snacks, and drinks in the office every Tuesday-Thursday* We care for our Lendies’ well-being both physically and mentally, so we offer coverage when it comes to **private health insurance*** We're an **equal opportunity employer** and are looking to make Lendable the most inclusive and open workspace in London
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