Customer Engagement Advisor

2 weeks ago


LakesideMarblehead, United States Together Full time

Client Experience Coordinator

We are seeking a dedicated individual to join our team as a Client Experience Coordinator. This role is pivotal in ensuring that our clients receive exceptional service throughout their journey with us.

Location: Office Based

Contract Type: Permanent

Company Overview:

As a leading player in the Financial Services sector, we pride ourselves on our commitment to turning challenges into opportunities for our clients. With a rich history and a team of over 600 professionals, we are dedicated to delivering a common-sense approach to lending.

Key Responsibilities:

  • Present a professional image of the organization to foster a positive client experience.
  • Communicate clearly and transparently with clients to ensure they are informed and understand their current situations.
  • Adhere to all policies and procedures to deliver compliant outcomes for clients.
  • Continuously seek to enhance the client experience by evaluating and recommending improvements to existing processes.
  • Manage cases involving vulnerable clients to provide the most suitable support.
  • Accurately document and resolve client complaints on the first attempt.
  • Identify and report any breaches of operational processes and policies.
  • Utilize various tools and techniques to maintain effective communication with clients.
  • Employ effective questioning techniques to understand clients' circumstances and develop plausible exit strategies.
  • Explore alternative options with clients to ensure timely management of accounts.

Qualifications:

Essential:

  • Experience in an office-based customer service role.
  • Proven track record of meeting telephone-based KPIs.
  • Exceptional communication skills.
  • Strong attention to detail.
  • Proficient literacy and numeracy skills.
  • Adaptability and flexibility in a changing environment.
  • Strong organizational and negotiation skills.

Desirable:

  • Experience in the Financial Services industry.
  • Knowledge of secured lending.
  • Experience in relationship management.

Additional Information:

We offer a comprehensive benefits package, including a shared reward scheme, discretionary bonuses, generous holiday allowances, and various health and wellness programs. We are committed to the professional development of our employees and offer sponsorship for relevant qualifications.

We look forward to welcoming a new member to our team who shares our values and commitment to delivering outstanding client experiences.



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