Customer Service Representative

As a Customer Support Representative you will be establishing positive engagement with customers, gaining a full understanding of their financial situation by way of an affordability assessment and agreeing an affordable repayment arrangement for their outstanding balance should that be the most appropriate outcome.

Key Responsibilities:

  • Contacting customers via the dialler system in order to reach an understanding of the customers’ financial circumstances and where appropriate, setting an agreeable repayment arrangement.
  • Handling inbound and outbound calls.
  • Listening to customers, demonstrating understanding and empathy towards their situation, responding and questioning to fully establish the customer’s circumstances. 
  • Explaining the benefits of reaching their “debt free date” and providing clear information and timescales with regard to their agreed payment term.
  • Communicating with customers in a clear and respectful manner whilst observing regulatory requirements and maintaining adherence to the Data Protection Act.
  • Building rapport with customers and creating a positive customer experience 
  • Being compliant at all times by ensuring that Intrum procedures are followed whilst maintaining adherence to Intrum’s governing bodies, which includes the TCF (Treating Customers Fairly) framework and the FCA Consumer Credit Sourcebook.
  • Providing guidance to customers on the availability and services of the Free Money Advice sector.
  • Effective note taking – ensuring records of calls are complete, accurate, professional and a true reflection of the conversation.
  • Meeting and exceeding monthly targets including call quality and compliance.

Essential skills:

  • Previous experience working in a customer service environment

Desired skills:

  • Previous experience working on a dialler
  • Previous experience in a call centre environment

Benefits:

  • Salary increase with service
  • Monthly bonus
  • Ongoing training and career development
  • LinkedIn Learning Courses
  • Onsite gym
  • Discounts on high street vouchers
  • Pension scheme
  • Employee Assistance Programme

 

 

 

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