Customer Service Representative (Remote)

Customer Service Representative | NCO Europe | Worldwide

Job Title: Customer Service Representative

Salary: £22,308.00

Location: Remote

Description

Working with our clients’ customers and/or their appointed third party representatives to ensure a positive and supportive customer experience is provided throughout their duration with NCO Europe.

The principle reason for our activity is to secure affordable repayment of often multiple overdue accounts or to provide information on where customers can receive free financial advice should they require it. This is very much a customer service role with our account representatives expected to demonstrate high levels of empathy, active listening and patience as often these customers are experiencing hardship, financial difficulty or vulnerability.

Principal Responsibilities

· Interacting with customers over the phone and occasionally third party Debt Management Companies who are representing our clients’ customers to record a sustainable, affordable repayment plan based on a standardised income and expenditure framework

· Identifying potential vulnerable customers using strong customer service skills and asking the right questions and signposting as appropriate

· Represents the best interests of the company and its clients at all times through the provision of outstanding levels of customer service

· Maintain consumer duty focus, and compliance with regulated complaint handling procedures

· Using multiple forms of communication such as email, telephone, forms etc.

· Ensuring exceptional call quality levels are continually met

· That the customer receives the right outcome every time

· Accurately updating the system with key items from their conversations that are concise and relevant in order that we provide a seamless customer journey

· Adherence to regulatory rules, principles and guidance including but not limited to FCA, Ofcom, GDPR/DPA, CSA and ICO requirements(full training will be provided to the right candidates)

Skills, Experience & Attributes

· Previous experience in a customer service telephone environment is a great advantage especially in the financial industry, however candidates with other telephone experience such as sales/credit control or collections are also highly suitable to this role

· Empathy, patience and a genuine passion to support people often in difficult situations, with the confidence to use both empathy and assertiveness in the right measures

· An “own it” mentality who will strive on every call to provide the customer with the appropriate outcome and not “pass the buck”

· Good manners, professionalism, well spoken with strict levels of discretion

· Adaptable and the ability to use their initiative

· High level of literacy and numeracy – able to understand basic levels of personal customer data including financial history (eg: payment amounts, frequency)

Job Type: Full-time

Pay: £22,308.00 per year

Experience:

• collections: 1 year (required)

Work Location: Remote

Tagged as: remote, remote job, virtual, Virtual Job, virtual position, Work at Home, work from home