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Customer Service Administrator
Location: West End
Salary: £25,000-£28,000 + Bonus
Hours: Monday to Friday, 9am-5:30pm
My client who are based in Woking are seeking a Customer Service administrator to join their friendly and fast growing team. In this role you will be responsible for being the first point of contact for customers and dealing with office administration. The ideal candidate would have previous experience in customer service looking for the next in their career.
Responsibilities:
Deal with customers for queries and information requests.
Contact customers regarding overdue balances, payments, fees, and charges to ensure informed customer interactions.
Conduct inbound and outbound calls professionally and empathetically, ensuring fair treatment of Step One customers.
Ensure accurate capture of customer and loan-related data during the loan administration process on the in-house system.
Establish and maintain effective working relationships with key third-party business partners.
Provide relevant statements to customers promptly in accordance with regulatory guidelines.
Adhere to the Company's secured and unsecured policies and processes.
Recognize and identify customer complaints, escalating them appropriately.
Identify 'vulnerable' customers and provide available forbearance options.
Assist customers in arrears by presenting information and available options.
Escalate accounts to management when all options to recover monies have been exhausted, and legal action may be required.
Collaborate with the Head of Customer Services on ad-hoc queries.
Report incidents with potential customer impact to the Head of Compliance promptly.
Assist in identifying potential financial crime, money laundering, or criminal activity, following prescribed processes to prevent detriment.
Skills
Customer-focused approach
Exceptional phone skills and adept at written and verbal communication.
Proficient in Microsoft Suite, particularly Excel.
Strong administrative and organizational skills.
Collaborative team player with a conscientious, friendly, and professional demeanour.
Meticulous attention to detail.
Self-starter with a proactive 'can do' attitude; pragmatic, flexible, and solutions oriented.
Benefits:
Company pension.
Bonus Scheme.
Private Medical Insurance.
Casual dress.
Cycle to Work Scheme.
Referral Incentive Scheme.
