Vulnerable Customer Support Agent

Vulnerable Customer Support Agent

Credit Collections, UK Remote

Overview

As part of our Vulnerable Customer Team, you will be working with customers who have expressed severe vulnerabilities and whose accounts have or will fall into arrears. You will be responsible for managing inbound and outbound customer calls and emails, showing empathy and understanding. Taking into account their circumstances to 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/and transfers from customer support, deal with these calls correctly and accurately with a high level of professionalism
• Process outbound calls to customers, updating accounts with their I&E details, 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

Your skills & experience

Essential

• 1 year experience working with Vulnerable customers
• 3 years experience in a customer centric environment
• Financial services industry experience
• Experience of working within the FCA guidelines
• Knowledge and experience in dealing with vulnerable customers
• Results-focused 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

Desired

• Previous experience of working in a Consumer Credit environment
• Basic knowledge of legal process/procedure (Small Claims)