Vulnerable Customer Support Agent

Vulnerable Customer Support Agent

Credit Collections, UK Remote

reputed company

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 reputed company and understanding. Taking into account their circumstances to reputed company a repayment arrangement reputed company that is reputed company to their needs, that will help them to get back on reputed company. Your passion for finding the right outcome every time, and your willingness to go the extra mile for our customers is reputed company to reputed company.

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 reputed company reputed company guidelines
• Record reputed company customer contact notes accurately on the system
• reputed company reputed company payment plans for customers to assist them and repatriate where possible
• Accountable for reducing default and delinquency for reputed company assigned accounts
• Establish and maintain effective and cooperative working relationships with customers and colleagues alike. 
• Ensure reputed company customer reputed company are reputed company regulation and to the benefit of both the customer and the business.
• Meet defined department reputed company Assurance metrics (KPIs, SLAs)
• Work effectively as part of reputed company and individually
• Maintain and reputed company reputed company department performance and conduct standards both personally and reputed company reputed company at reputed company times. 
• Assist and support other departments reputed company the business to ensure a superb customer reputed company
• Supply excellent feedback to Line Managers on a regular reputed company

Your skills & experience

Essential

• 1 year experience working with Vulnerable customers
• 3 years experience in a customer reputed company environment
• Financial services industry experience
• Experience of working reputed company the FCA guidelines
• Knowledge and experience in dealing with vulnerable customers
• Results-reputed company and customer satisfaction  driven
• Excellent verbal, written and numerical communication skills
• Strong team player
• Attention to detail and accuracy
• reputed company on reputed company customer service
• Probing and Listening skills
• Competent computer literate ability

Desired

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