Working at Home Customer Service Advisor - Financial Services

About Foundever ™??

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.??

Working at Home Customer Service Advisor - Financial Services

Our client provides unsecured lending to retail and .com (ecommerce) partners. The lending is typically related to mobile phones and other electrical goods. The client, manages the complete loan lifecycle from onboarding, credit scoring, payments, and collections.

Main duties and responsibilities

Come and work for us in a multilingual, fast paced environment, where most speak two languages. You will be the first point of contact for customers and stores who have questions or problems with setting up or managing loans through a variety of different mediums, social media platforms, email, calls and chats.

Main duties and responsibilities include:

• Providing clear and excellent customer service to customers
• Dealing with queries relating to loan agreements, payments including direct debits
• Listening to customers and understanding their needs in order to provide solutions, whilst ensuring the right outcome for all
• Supporting customers to register and utilise the self-service portal including promoting the benefits
• Ensuring vulnerable customers are identified and supported appropriately
• Responding to all customer enquiries within given timescales, efficiently, effectively and accurately

• Being the first point of call for customer complaints to make sure that they're treated fairly and that customers can share their thoughts and concerns
• Taking ownership of issues and liaising with the client and internal Operations teams to resolve
• Demonstrating an ability to troubleshoot, analyse and identify solutions working as part of a team
• Using your own initiative to decide if a problem/query should be escalated to a Team Leader
• Developing and maintaining a full knowledge of client processes and procedures
• Responsible for maintaining and updating customer records within the CRM tool
• Achieving daily/weekly/monthly targets
• Identifying ideas for improvements.

Role Requirements

In order to be considered for this position, candidates must be able to demonstrate the following skills and experiences:

• Fluent in English
• Previous experience in Customer Service, preferably in the Financial Services industry
• An empathic listener who can connect via telephone
• Excellent communication skills & ability to communicate at all levels
• Strong sense of ownership and drive to go the extra mile to solve an issue
• Proactive problem solver with a sense of urgency and responsibility
• Good organisational skills with the ability to multitask and prioritise
• Commitment to a high level of accuracy with excellent attention to detail
• Ability to work on own initiative and under pressure to achieve deadlines
• Basic knowledge of Microsoft Suite
• Ability to navigate multiple systems
• Strong numeracy and literacy skills
• Flexibility.

Hours Monday to Saturday 9:00 to 18:00. ** Candidates must be flexible for shifts around these hours.

What we can offer you

• 37.5 hours contract
• 2 weeks training
• Learning and Development courses
• Career opportunities within the account

Subject to Disclosure Scotland background check and credit check.