Support Services Consultant

1 week ago

Lakeside, California, United States Together Full time

Customer Support Agent

Location: Lakeside, Cheadle SK8, UK

Employment Type: Full-time

Department: Customer Operations

Working Hours: Standard (09:00am-17:30pm)

Contract Type: Permanent

Work Environment: Office Based

Company Overview

Salary: Up to £24,000 per annum, plus performance bonuses and benefits.

About Us: We are Together, a proud Financial Services success story located in South Manchester. Since our establishment in 1974, we have grown to employ over 600 dedicated professionals.

As a specialized lender, we provide a variety of mortgage and secured loan products tailored for individuals and businesses often overlooked by mainstream financial institutions. Our mission is to transform challenges into opportunities, making our customers' financial goals attainable.

With over 47 years of successful operations, Together has established itself as a market leader, driven by a sensible approach to lending.

We are committed to continuous improvement, creating an engaging workplace for individuals who strive for excellence and embrace change.

Recognizing that our growth is intertwined with the development of our people, we are seeking a Customer Support Agent to join our team on a permanent basis. This role is essential in facilitating positive outcomes for customers facing financial challenges, ensuring exceptional service while safeguarding the company's revenue through appropriate forbearance.

Key Responsibilities:

  • Conduct thorough reviews of customer circumstances through affordability assessments and bank statement evaluations to determine suitable forbearance options.
  • Process customer payments efficiently to maintain accurate account records.
  • Identify customer dissatisfaction and manage complaints to achieve satisfactory resolutions.
  • Escalate accounts when no viable exit strategy is available or when forbearance options have been exhausted.
  • Recognize vulnerable customers to provide appropriate forbearance solutions that align with both customer and company needs.
  • Manage workloads and trackers to ensure effective contact strategies are upheld.
  • Perform account reviews as necessary (e.g., forbearance review, VCCR, manager review).

Qualifications:

Essential:

  • Confident and customer-oriented telephone communication skills.
  • Strong decision-making abilities.
  • Excellent negotiation and communication skills.
  • Experience in relationship building and handling objections.
  • Self-motivated with a high level of professionalism.
  • Proficient typing skills and familiarity with Word and Excel.
  • Adept at understanding customer situations through clear, logical questioning.
  • Meticulous in maintaining accurate and up-to-date client records.
  • Knowledge of FCA, TCF, and GDPR regulations.
  • Ability to manage challenging conversations effectively.

Desirable:

  • Understanding of the litigation process for secured charges.
  • Experience with CRM systems.
  • Familiarity with dialler systems.
  • Knowledge of MS SharePoint.

Additional Information:

We offer a comprehensive range of benefits, including a shared reward scheme, discretionary bonuses, 24 days of holiday plus your birthday, increasing entitlement over time, a holiday purchase scheme, matched pension contributions, life assurance, critical illness cover, health cash plans, private medical insurance, access to company holiday homes, regular team and individual incentives, travel season ticket loans, a Ride to Work scheme, free gym access, and local bar/restaurant discounts.

Career development opportunities are abundant, and we support the sponsorship of relevant qualifications where possible.

Please note: All successful applicants will undergo relevant employment reference, financial, and criminal record checks.

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