Customer Services Specialist - Woking, United Kingdom - Step One Finance Limited

Description

Step One Finance is delighted to announce that a position has become available for a full-time experienced Customer Services Loan Administrator based in Woking Surrey.

Located just a two-minute walk away from the Woking town centre, we are excited for new talent to come and join our fast-growing diverse and dynamic office.

Step One Finance is proud to be an equal opportunity employer and we take affirmative action to create a more inclusive and equitable world of work.

• Track record dealing with customers in a nonretail, officebased environment, ideally within Financial Services.
• Excellent Customer Service phone skills.
• Strong written and verbal communication skills.
• Proficiency in utilising Microsoft Suite (specifically Excel).
• Excellent analytical, administration and organisational skills.
• Strong team player who is conscientious, friendly and professional.
• Attention to detail.
• Selfstarter with a 'can do' attitude. Pragmatic, flexible and solutions orientated.
• Open, honest, reliable and with integrity.

• To provide Step One's customers with assistance if they raise a query or require information.
• To contact customers in respect of overdue balances, payments, fees and charges to ensure they remain informed.
• To conduct inbound and outbound calls with customers in a professional and empathetic way and behave in a manner that ensures Step One customers are treated fairly.
• To ensure the accuracy of customer and loan related data is captured during the loan administration process on our inhouse system.
• To establish and maintain an effective working relationship with key 3rd party business partners.
• To provide relevant statements to customers in a timely manner in accordance with regulatory guidelines.
• To read, understand and work in accordance with both the Company's secured and unsecured policies and processes.
• To recognise and identify customers complaints and escalate them accordingly.
• To recognise when a customer is 'vulnerable' and provide them with available forbearance options.
• To assist customers who are in arrears by providing information and options available to them.
• To escalate to management, accounts where all options to recover monies have been exhausted and legal action may be required.
• To work with the Head of Customer Services in relation to any other adhoc queries.
• To report incidents that may have a customer impact to the Head of Compliance in a timely manner.
• To assist in the identification of Step One being used to facilitate financial crime.

• Company pension.
• Bonus Scheme.
• Private Medical Insurance.
• Monthly Performance-Based Reward Scheme.
• Casual dress.
• Cycle to Work Scheme.
• Referral Incentive Scheme.

• Casual dress
• Company pension
• Cycle to work scheme
• Private medical insurance
• Referral programme

• Monday to Friday

• Bonus scheme

• Woking, GU21 6DJ: reliably commute or plan to relocate before starting work (required)