Job Description

Role Purpose

Responsibilities :-

1.Ensuring that customers receive excellent customer service in a written format to include post, email and other forms of communication.
2.Raising complaints within the Respond system.
3.Working DSARS within regulatory timeframes, with attention to detail.
4.Working Credit amendments within business timeframes from requests via various forms of contact. Updating the 3 main Credit reference agency system to ensure customer credit files are correct and showing accurate and up to date information in order to satisfy any query or complaint that is presented to the business. 
5.Making outbound telephony calls at the customer’s request, or when appropriate to support customer queries received via a correspondence format. 
6.Ensuring that complaints received from digital channels are logged and recognized within a timely manner and customer dissatisfaction is recognized and addressed appropriately. 
7.Ensuring that customer emails and queries are responded too promptly, and of high standard addressing all points raised and requests outlined. 
8.Providing first class administrative support to the Group Complaints Department by fully owning and supporting our customers through the complaint journey, along with helping and supporting colleagues as and when required within the department and business. 
9.Assisting customers and other third parties with general queries, undertaking instructions received as appropriate in an accurate and timely manner.  Resolve all queries to a satisfactory conclusion, referring more complex queries to relevant departments.  In addition, support outbound telephony contact for ad-hoc tasks (non- sales related), campaigns and customer contact exercises. 
10.Providing any other additional administrative support to the Group Complaints Department where appropriate that may include, but are not exclusive to Digital communication. 
11.Maintaining a comprehensive and up to date knowledge and understanding of Motor Finance products and services, providing accurate information and proactively promoting them where appropriate 
12.Maintaining an up-to-date knowledge of regulatory and legislative information related to Motor Finance products and services (e.g. ICOB, FCA Rules, Money Laundering, Data Protection, etc.) as advised by Line Management. Ensure all Money Laundering issues are reported appropriately.
13.Maintaining good knowledge and understanding of all relevant policies and procedures relevant to the role, being compliant with these policies and procedures at all times.
14.Treating customers fairly and aim to deliver fair customer outcomes in all of our day-to-day processes. 
15.Working as part of a team – supporting, motivating and assisting colleagues in the operation of the department and throughout the business. 
16.Recognising and recommending improvements to Company procedures to ensure the efficiency and effectiveness of the business.     
17.Ensuring that all system-based records are maintained in an accurate and timely manner (and ensure that data integrity is maintained at all times) as prescribed by regulatory, legislative and company procedures. 
18.Continuing to develop self and role by studying relevant training materials and product information and continually develop and improve product knowledge. 
19.Ensuring that prompt and regular communication and support is maintained between all internal and external parties to ensure seamless and consistent service levels are maintained at all times, reporting exceptional matters to line management. 
20.Undertaking any other reasonable tasks as requested by line management.

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Do

• Support process by managing transactions as per required quality standards
  • Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
  • Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
  • Update own availability in the RAVE system to ensure productivity of the process
  • Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
  • Follow standard processes and procedures to resolve all client queries
  • Resolve client queries as per the SLA’s defined in the contract 
  • Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
  • Identify and learn appropriate product details to facilitate better client interaction and troubleshooting 
  • Document and analyze call logs to spot most occurring trends to prevent future problems
  • Maintain and update self-help documents for customers to speed up resolution time
  • Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
  • Ensure all product information and disclosures are given to clients before and after the call/email requests
  • Avoids legal challenges by complying with service agreements

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• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Assist clients with navigating around product menus and facilitate better understanding of product features 
  • Troubleshoot all client queries in a user-friendly, courteous and professional manner
  • Maintain logs and records of all customer queries as per the standard procedures and guidelines
  • Accurately process and record all incoming call and email using the designated tracking software
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

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• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
  • Undertake product trainings to stay current with product features, changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks

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Deliver