Customer Service Representative

3 days ago

LakesideMarblehead, United States Together Full time

**Job Summary**

We are seeking a highly skilled and customer-focused Customer Support Agent to join our team at Together. As a key member of our Customer Operations department, you will play a vital role in providing exceptional support to our customers, ensuring their financial needs are met and their experiences are positive.

Key Responsibilities:

  • Review and consider customer circumstances through affordability assessments, and review of bank statements where appropriate, to establish the correct forebearance tool.
  • Take payments effectively and efficiently from customers to ensure accounts are accurately updated.
  • Identify if a customer is showing dissatisfaction to ensure a complaint is addressed and a relevant outcome is established.
  • Ensure relevant escalations of accounts where no exit strategy can be found or where regular forbearance has been exhausted to ensure the correct outcome is determined.
  • Identify if customers are vulnerable to ensure that the appropriate forbearance is offered, establishing a positive outcome that meets both the customers and companies needs.
  • Manage CST workloads and trackers to ensure that contact strategies are maintained.
  • Carry out account reviews where required (e.g. Forbearance review, VCCR, Manager review).

Requirements:

  • A confident, customer-focused telephone manner.
  • Effective decision-making skills.
  • Effective negotiation and communication skills.
  • Experience of relationship building and objection handling.
  • Self-motivated with a high degree of professionalism.
  • Strong typing, Word, and Excel skills.
  • Ability to understand customers' current situations, through clear, logical questioning and align our service accordingly.
  • Thoroughness in maintaining accurate and up-to-date client records.
  • Understanding of FCA, TCF, and GDPR.
  • Ability to manage difficult/personal conversations.

What We Offer:

  • A range of company benefits, including shared reward scheme, discretionary bonus, 24 days holiday plus your Birthday, entitlement increases over time, holiday purchase scheme, matched pension contribution, life assurance, critical illness cover, health cash plan, private medical insurance, access to company's holiday homes, regular team/individual incentives, travel season ticket loans, Ride to Work scheme, free gym access, and local bar/restaurant discounts.
  • Career development opportunities are excellent, and where possible, we offer sponsorship of relevant qualifications.

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