Client Relations Specialist

2 weeks ago


Raleigh, North Carolina, United States Vanquis Bank Full time

Position Overview:
As a Customer Support Ambassador, you will play a crucial role in ensuring customer satisfaction and loyalty. Your primary responsibility will be to handle complex customer inquiries and complaints, providing effective resolutions in a timely manner.

Key Responsibilities:


1. Conduct thorough investigations into customer complaints, ensuring compliance with all regulatory standards and business requirements.
2. Communicate effectively with customers across various channels, adapting to their preferences to facilitate quick resolutions.
3. Maintain up-to-date knowledge of emerging guidelines and regulations to ensure adherence to compliance standards.
4. Take ownership of assigned cases, understanding all aspects and potential solutions for the customer.
5. Support customers in resolving issues, enhancing brand loyalty through effective remediation.
6. Make fair and informed decisions that may deviate from standard processes to achieve optimal outcomes for customers.
7. Demonstrate a comprehensive understanding of customer touchpoints, including policies and service level agreements relevant to your area of responsibility.
8. Identify and manage risks associated with customer interactions, ensuring a safe and supportive environment.
9. Analyze customer data to inform future decision-making and improve service delivery.
10. Adapt to changing business needs in a dynamic environment, contributing to a culture of continuous improvement.

What We Are Looking For:


- Proven experience in utilizing various communication methods with a diverse customer base, including vulnerable individuals.
- Strong analytical skills with the ability to interpret data for informed decision-making.
- Excellent relationship management skills, both internally and externally.
- Attention to detail and a commitment to following established processes.
- Experience in sales or telephone-based roles is advantageous.
- Familiarity with CRM systems is a plus.
- Background in a regulated industry is preferred.

Interview Process:
The selection process will include a preliminary telephone interview followed by a comprehensive interview with team leads to assess your skills and experience.

Work Environment:
We offer flexible working arrangements to accommodate your needs while promoting a healthy work-life balance. Our commitment to employee well-being is reflected in our supportive and engaging workplace culture.

About Us:
Vanquis Banking Group plc is a leading specialist bank dedicated to responsible lending and customer care. We prioritize the development and recognition of our employees, providing a range of benefits and opportunities for growth.



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