Customer Engagement Specialist

3 weeks ago


London, UK, United Kingdom Pfida Full time

About us


We are Pfida, a truly unique, ethics based, start-up fin-tech company. We don’t provide a mortgage; we specialise in providing true partnership-based finance to purchase homes without dealing with interest or putting our clients into debt. Our goal is to take our services out to the mass market. Winning “Technology Innovator” and “World Islamic Fintech” Awards, we are fast becoming a disruptive player in the home-financing sector. Although the foundations of our business are routed in Shariah-compliant finance, our ambition is to provide all forms of products, in an ethical manner whilst eradicating debt for everyone.


Having witnessed huge growth over the last eighteen months, we are now at a point where we are scaling up our team to match the demand for our services. 2023-2025 will be the years that define us.


Role Description


Customer Engagement:


  • Conduct high volume outbound calls to engage with leads provided by the commercial team.
  • Provide detailed product information and address customer queries effectively.
  • Ensure a seamless transition for customers from the outreach process to onboarding.

Onboarding:


  • Guide new customers through the onboarding process, ensuring they understand and can effectively use our products.
  • Conduct training sessions and provide necessary resources to new customers.
  • Maintain onboarding progress overview and promptly address any issues.

Customer Retention:


  • Monitor customer health and proactively address potential issues.
  • Become a Product subject matter expert in order to answer questions and improve customer understanding.
  • Implement strategies to reduce churn and improve customer retention.

Customer Support:


  • Handle customer inquiries efficiently through live chat, phone calls, and emails.
  • Provide accurate and timely responses to customer issues focusing on SLAs and ability to prioritise.
  • Utilise the ticketing system to track and resolve customer queries.
  • Proficiency in CRM and customer success software

Product Education:


  • Educate customers about new products and features through webinar support, user guides, and other resources.
  • Collect and relay customer feedback to the product development team to improve new offerings.

KYC and AML Processing:


  • Conduct thorough KYC and AML checks to ensure compliance with regulatory requirements.
  • Verify customer identities and perform risk assessments.
  • Maintain accurate records of all KYC and AML activities and ensure timely updates.

Cross Departmental Collaboration:


  • Work closely with commercial, finance, underwriting, tech, and legal teams to resolve customer issues and provide comprehensive support.
  • Participate in interdepartmental meetings to align on customer success goals and initiatives.

Underwriting Support:


  • Assist in gathering and organising necessary documents from customers for underwriting purposes.
  • Ensure all required documentation is complete and submitted in a timely manner.
  • Address customer queries related to payment processing and underwriting requirements.
  • Liaise with the finance team to resolve any payment-related issues.
  • Provide post-approval support to customers, ensuring a smooth transition and addressing any concerns or questions.
  • Collaborate with the underwriting team to clarify any customer concerns and provide accurate information.



Benefits:


➢ Competitive Salary

➢ Flexible Working

➢ 28 Days Holiday,

➢ 4 Duvet mornings,

➢ Medical cover

➢ Electric Car Scheme

➢ Bike to work scheme

➢ High street perks and shopping vouchers



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