Customer Service Executive
My client is a small but rapidly expanding organisation that is looking to employ a dynamic individual who wants a career!!!
They are looking for a human with a sense of humour and fantastic work ethic. You will be able to grow with the business.
As they are small you will need to be able to pitch in where required so if you like sticking to your job description this is not the environment for you.
Overall Purpose of Customer Service Executive
The principle responsibility of the Customer Executive role is to communicate/negotiate with customers to take out or repay loans through contact & consultation and at all times, adhering to Special Servicing Policies and Financial Regulations & Legislation.
Key Accountabilities for Customer Service Executive
Carry out post, email and telephonic duties
Handle standard queries and where appropriate, transfer non-standard enquiries to specialist agents/departments
Taking payments from customers & authorised parties including setting up Direct Debit instructions
Accurately record events (e.g. telephone calls) onto the Account administration systems
Respond to inbound calls and conduct outbound telephonic campaigns on defaulting loans & mortgages
Effectively negotiate arrangements offered, using influencing and negotiation techniques. This will include:
Accurately capturing information to assess customer circumstances
Ensure decisions are made in line with Special Servicing/Client Policy rules and Financial Regulations & Legislation.
This will include:
Carry out other tasks & duties as assigned by Directors
To uphold and promote the company's customer experience framework to ensure we do the right thing for their customers, people and clients
Experience, Knowledge, Skills for Customer Service Executive
Ability to work in within a target-driven, fast paced, telephoned based financial environment with a desire to exceed expectations
Positive attitude and resilient when faced with challenging situations
To work as part of a team and manage change whilst adopting a positive attitude if faced with challenging situations
Multi skilled in the role and ensuring that the business one touch approach to customer service is taken forward in all tasks
Qualifications for Customer Service Executive
Minimum of 5 GCSEs (or equivalent) at C, to include Maths and English
Sense of humour
Excellent written and verbal communication skills