Customer Support Agent - Bromley, United Kingdom - Evergreen Finance London Limited
2 weeks ago
Description
CUSTOMER SUPPORT AGENT
Location:
Bromley, Kent
Reports to:
Senior Team Leader
About Us
is a UK short-term Direct Lender offering loans from £200 - £1,500 for up to six months.
It was founded in 2014 with a vision to make a mark as a company that values transparency, affordability, and quality service.
We know the value of flexibility, creativity, and innovation in today's fintech space, and strive to provide our customers with a positive, simple, and trustworthy experience.
A prerequisite for the role is a positive mindset to deal with difficult customer circumstances, resilience and preparedness, and the motivation to deliver your very best every day.
As part of our Recoveries Team, you will be working with customers whose accounts are due on the agreed date, and accounts that have fallen into arrears.
You will be responsible for managing inbound and outbound customer calls and will use your excellent listening and negotiation skills to help them get back to their contractual arrangements or find a repayment arrangement option that is affordable to their needs, that will help them to get back on track.
Your passion for finding the right outcome every time, and your willingness to go the extra mile for our customers is paramount to success.
Key Responsibilities- Process inbound calls from customers from all tranches of Recoveries and deal with these calls correctly and accurately with a high level of professionalism
- Process outbound calls to customers, contacting them for due and overdue accounts to assist with payment and arrangements within affordable guidelines
- Record all customer contact notes accurately on the system
- Achieve affordable payment plans for customers to assist them and repatriate where possible
- Accountable for reducing default and delinquency for all assigned accounts
- Establish and maintain effective and cooperative working relationships with customers and colleagues alike.
- Ensure all customer outcomes are within regulation and to the benefit of both the customer and the business.
- Meet defined department Quality Assurance metrics (KPIs, SLAs)
- Work effectively as part of a team and individually
- Maintain and develop positive department performance and conduct standards both personally and within a team at all times.
- Assist and support other departments within the business to ensure a superb customer journey
- Supply excellent feedback to Line Managers on a regular basis
- 6 months + experience in a customer centric environment
- Knowledge of vulnerable customers
- Experience in dealing with vulnerable customers
- Resultsfocused and customer satisfaction driven
- Excellent verbal, written and numerical communication skills
- Strong team player
- Attention to detail and accuracy
- Focus on quality customer service
- Probing and Listening skills
- Competent computer literate ability
- Previous experience of working in a Consumer Credit environment
- Financial services industry experience
- Basic knowledge of legal process/procedure (Small Claims)
- Hybrid model
- Timeoff on Birthday
- Wellbeing days
- Gym benefits
- Childcare benefits
- Access to learning platform
- State of the art equipment (Mac equipment)
Salary:
£23,000.00-£23,500.00 per year
Benefits:
- Additional leave
- Childcare
- Gym membership
- Paid volunteer time
- Referral programme
Schedule:
- Monday to Friday
Experience:
- customer service: 1 year (required)
Work Location:
Hybrid remote in Bromley
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