Customer Advisor - Cardiff, United Kingdom - FinTech People

Description

Job Description

A leading financial services organisation is seeking Customer Advisors for their Financial Health Customer Support Team. Our client are seeking to improve how customers manage their finances and provide accessibility to help needed by so many in difficult financial situations. This organisation is using empathy and an entirely human approach support customers with debt resolution. They are incredibly passionate about working with customers in new ways and addressing first stages of financial difficulty.

Duties will include:

• Provide the highest level of customer service via live chat, email and telephone.
• Acknowledging signs and customer activity that predict financial difficulty.
• Assist customers to implement the most appropriate plan of action to prevent further financial strain.
• Identify and manage relationships with vulnerable customers.
• Show empathy, kindness and understanding when communicating with customers.
• Work with colleagues across the business to ensure the best customer experience and outcome.
• Suggest and support process improvements to increase efficiency across customer operations.
• Be an ambassador for the business and be genuinely interested in helping people improve their financial health.

Shifts: 7.5 hour shifts between 8am and 8pm

Hybrid working: At least 2 days per week in office.

Training: 6 weeks comprehensive office based training. Mon-Fri 9am-5.30pm.

Essential experience:

• At least 2 year's experience working in a customer support role in a BPO, banking, utility or energy company.
• It is essential applicants have experience working in a banking or FCA regulated company.
• Ability to identify vulnerable customers and carefully manage relationships with people in sensitive situations.
• Good multitasking, communication and IT skills.
• Drive to work an integral part of a growing team supporting a scaling business.