Vulnerable Customer Agent - Oxford, United Kingdom - Oodle Finance

Oodle Finance

Verified Company

Oxford, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Vulnerable Customer Agent

Salary:
up to £33,000 plus bonus

Location:
Oxford or Manchester

Hours: 37.5 hours per week - Monday to Friday between the hours of 8am - 6pm with 1 hour for lunch.**Are you passionate, driven and committed to providing customer centric solutions to vulnerable customers? If so we'd love to hear from you.

As a Vulnerable Customer Agent, you will provide vulnerable customers with clear, jargon free information which will support them to make informed financial decisions.

Your interactions with our customers will help them find a tailored solution to make them feel comfortable.

At Oodle we care about having positive customer outcomes and at the heart of this are our people.

Our Perks

Performance bonus (% dependent upon department)
Pension
Private Healthcare with Vitality
Life Insurance (4xSalary)
Confidential mental health support
25 days holiday (plus bank holidays)
Enhanced Maternity Pay and Shared Parental Leave
Menopause Support (Paid Leave)
Tusker Salary Sacrifice EV Leasing Scheme

The role
As a Vulnerable Customer Agent you will be responsible for communication with our customers who are in financial difficulty.

During these customer interactions you will support the customer to an appropriate solution for their circumstances whilst delivering exceptional customer outcomes.

You will have experience within collections or arrears management and have exceptional communication and empathy skills to understand our customer's circumstance.

You'll be able to develop a relationship with our customer whilst discussing matters of an emotive nature.

Record conversations and administrative actions within the relevant systems
Provide recommendations and ensure ongoing monitoring of cases
Set up appropriate, sustainable and compliant plans for repayment to recover customer arrears
Work in line with Oodle's KPI's and SLA's
Collaborate with other departments to ensure great customer outcomes
Be a vulnerable customer SME across Oodle
Previous work experience relating to the vulnerability sector within a Collections or arrears management environment with a working knowledge of industry regulations
Excellent communication and listening skills, both verbal and written
Previous experience of working in a contact centre
Strong knowledge of financial principles and practices
Strong desire to support vulnerable customers

_Nice to haves..._

Asset/Motor finance experience
Consumer Finance

About Oodle
Oodle is making car buying easy. Our customers rely on their cars for work commute, school pick-ups, and once-in-a-lifetime road trips. For many people it is their largest purchase. We are working hard every day to make buying one better.

In just five years we have already helped over 100,000 customers, achieved 4.7* Trustpilot score, have been named one of Finovate's Top 50 Fintechs in Europe and Sifted's Top 20 European Fintechs to follow in 2020, and recognized as one of The Best Companies to work for in both 2020 and 2021.

The car market is one of the UK's largest retail markets and we are ready to disrupt it.

Backed by some of the world's most reputable financial institutions, we are now ready for the next stage in our expansion.

Oodle staff love to have a fun time, enjoy each other's company socially and learn new skills. We also value work-life balance, our global environment, and our families.

That's why we run with flexible hours and hybrid working, enjoy paid time off volunteering with our nominated charity and benefit from continuous training and development from our internal L&D Academy.

Even more perks: