Financial Support Agent

Location: Chatham, Kent UK

The Financial Support team is responsible for working with customers experiencing financial difficulty and struggling to make their contractual payments. Our primary role is to interact with customers to understand their circumstances to ensure we can offer a solution which is both affordable and sustainable and meets their individual needs.

Reporting to the Team Lead, you will undertake customer queries via telephony, email and live chat. We're looking for a superstar that can consistently improve overall quality standards, and embed processes and procedures to deliver good customer outcomes.

At times we can speak to customers who are in a vulnerable state and as a result may be struggling with their financial situation and/or mental health. It is our responsibility to help and signpost them to third party support if needed. Please note that these calls can be triggering and not always easy but we have a supportive team and training to help guide you through these calls.

Your objectives

• Ensure all customer contact is conducted to the highest standard and quality monitoring results are consistently achieved to evidence good customer outcomes.

• Ensure process and policy adherence, highlighting processes to management which may require enhancement.

• Interact directly with customers via voice/non-voice as part of your role to ensure customer demand is met.

• Support customers ensuring interactions are assessed against Lendable's quality assurance scorecard and delivering meaningful and tailored responses.

• Identify opportunities for product and process improvement to better serve customers, escalating where appropriate any identified risks or potential risks that are a risk to achieving good customer outcomes.

• Support other areas within Operations to meet operational performance if required.

• Meeting defined individual and team performance targets to ensure delivery of key business and good customer outcomes are evidenced and met.

• Identifying and recording customer dissatisfaction against Lendable's processes and responding appropriately to achieve complaint resolution, where complaint resolution is not possible following complaint escalation procedures.

• Signpost customers to relevant free debt charities, alternatively, identifying appropriate charities based on the customers' individual needs and circumstances.

• Identifying vulnerable customers and ensuring vulnerable processes and policies are adhered to to support customers who may be vulnerable.

Your profile

• Minimum 6 months of Financial Support/Collections experience preferable 

• Previous cards experience desirable 

• Previous experience of working to target desirable

• Previous experience of working in a customer contact/facing role essential (if no previous work experience, able to evidence competencies which demonstrate capability)

What you'll need to succeed

• A logical and methodical approach to evaluating individual circumstances to identify appropriate solutions based on a customer's circumstances

• Strong communication skills both written and verbal to support customers across Lendable's channels

• Strong prioritisation skills, ability to organise 

• Resilient and calm approach when faced with difficult situations

• Able to adapt written and verbal communication to suit an individual's needs.

Interview Process

• A 30 minute remote Interview with one of the Talent team

• A 1 hour remote Interview with a Team Leader