Experienced Customer Service Advisor – Financial Services at arenaflex

Join arenaflex, a global leader in the customer experience (CX) industry, as we continue to revolutionize the way our clients interact with their customers. With a team of 170,000 associates across the globe, we're the driving force behind the best experiences for +750 of the world's leading and digital-first brands. Our innovative CX solutions, technology, and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

About arenaflex

arenaflex is a pioneering company that has been at the forefront of the CX industry for years. Our mission is to empower our clients to deliver exceptional customer experiences that drive loyalty, retention, and growth. With a strong presence in the UK and a global reach, we're committed to helping our clients navigate the ever-changing landscape of customer expectations.

Working at Home Customer Service Advisor – Financial Services

We're seeking an experienced Customer Service Advisor to join our team in the UK. As a key member of our customer service team, you'll be the first point of contact for customers and stores who have questions or problems with setting up or managing loans through various mediums, including social media platforms, email, calls, and chats.

Key Responsibilities

* Provide clear and excellent customer service to customers, ensuring that their queries are resolved efficiently, effectively, and accurately.

• Deal with queries relating to loan agreements, payments, including direct debits, and provide solutions that meet the customer's needs.
• Listen to customers and understand their concerns, ensuring that the right outcome is achieved for all parties involved.
• Support customers to register and utilize the self-service portal, promoting the benefits and ensuring that they're aware of the available resources.
• Identify and support vulnerable customers, ensuring that their needs are met and that they receive the necessary support.
• Respond to all customer enquiries within given timescales, using your own initiative to decide if a problem/query should be escalated to a Team Leader.
• Take ownership of issues and liaise with the client and internal Operations teams to resolve, demonstrating an ability to troubleshoot, analyze, and identify solutions.
• Develop and maintain a full knowledge of client processes and procedures, ensuring that you're up-to-date with the latest information.
• Responsible for maintaining and updating customer records within the CRM tool, ensuring that the data is accurate and up-to-date.
• Achieve daily/weekly/monthly targets, identifying ideas for improvements and implementing changes to enhance the customer experience.
• Work collaboratively with the team to achieve shared goals and objectives, using your skills and experience to contribute to the success of the team.

Requirements

To be considered for this position, candidates must be able to demonstrate the following skills and experiences:

• Fluent in English
• Previous experience in Customer Service, preferably in the Financial Services industry
• An empathic listener who can connect with customers via telephone
• Excellent communication skills & ability to communicate at all levels
• Strong sense of ownership and drive to go the extra mile to solve an issue
• Proactive problem solver with a sense of urgency and responsibility
• Good organisational skills with the ability to multitask and prioritize
• Commitment to a high level of accuracy with excellent attention to detail
• Ability to work on own initiative and under pressure to achieve deadlines
• Basic knowledge of Microsoft Suite
• Ability to navigate multiple systems
• Strong numeracy and literacy skills
• Flexibility

What We Can Offer You

* 37.5 hours contract

• 2 weeks training
• Learning and Development courses
• Career opportunities within the account
• Subject to Disclosure Scotland background check and credit check

Work Environment and Culture

As a member of our team, you'll be working in a fast-paced, multilingual environment where most colleagues speak two languages. You'll be part of a dynamic team that's passionate about delivering exceptional customer experiences. We're committed to creating a work environment that's inclusive, supportive, and empowering, where you can grow and develop your skills and career.

How to Apply

If you're a motivated and experienced Customer Service Advisor looking for a new challenge, we'd love to hear from you. Please submit your application, including your CV and a cover letter, to [insert contact information]. We can't wait to hear from you and explore how you can contribute to our team's success.

Equal Opportunities

arenaflex is an equal opportunities employer and welcomes applications from all qualified candidates. We're committed to creating a diverse and inclusive work environment that reflects the communities we serve. Apply for this job