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Customer Care Representative

2 months 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 bonus and benefits

About Together: A proud Financial Services success story, Together has been serving the community since 1974. With a dedicated team of over 600 professionals, we specialize in providing mortgage and secured loan products to individuals and businesses often overlooked by traditional lenders. Our mission is to transform challenges into opportunities, making financial aspirations attainable for our customers.

With over 47 years of experience, Together has established itself as a market leader, driven by a pragmatic approach to lending. We are committed to fostering a dynamic work environment for individuals who strive for excellence and embrace change.

At Together, we recognize that our growth is intrinsically linked to the development of our people.

We are currently seeking a Customer Support Agent to join our team on a permanent basis. This role is pivotal in facilitating favorable outcomes for customers facing financial challenges, ensuring exceptional service while safeguarding the company's revenue through appropriate forbearance measures.

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 ensure complaints are addressed to achieve the desired outcomes.
  • Escalate accounts when no viable exit strategy is available or when previous forbearance efforts have been exhausted.
  • Recognize vulnerable customers to provide tailored forbearance solutions that align with both customer and company needs.
  • Manage workloads and trackers to uphold effective contact strategies.
  • 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.
  • Effective 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.
  • Ability to assess customer situations through clear and logical questioning.
  • Meticulous in maintaining accurate and up-to-date client records.
  • Understanding of FCA, TCF, and GDPR regulations.
  • Capability to manage sensitive conversations.

Desirable:

  • Knowledge of the litigation process for secured charges.
  • Experience with CRM systems.
  • Familiarity with dialer 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 plan, private medical insurance, access to company holiday homes, regular team and individual incentives, travel season ticket loans, Ride to Work scheme, free gym access, and local bar/restaurant discounts.

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

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