VC Support Agent

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Handle incoming calls from customers and transfer requests from customer support with professionalism and precision.

• Make outbound calls to customers concerning income and expenditure details, as well as managing due and overdue accounts, payments, and arrangements according to affordable guidelines.

• Accurately document all customer interactions in the system.

• Develop feasible payment plans to assist customers in getting back on track.

• Minimize defaults and delinquencies for assigned accounts.

• Build and sustain effective working relationships with both customers and colleagues.

• Ensure customer outcomes adhere to regulations while benefiting both the customer and the business.

• Meet departmental Quality Assurance metrics, KPIs, and SLAs.

• Operate efficiently both independently and as part of a team.

• Uphold and enhance departmental performance and conduct standards.

• Collaborate with other departments to guarantee a positive customer experience.

• Provide consistent feedback to Line Managers.

⛳️ Requirements

• Minimum of 1 year of experience working with vulnerable customers.

• At least 3 years of experience in a customer-focused environment.

• Background in the financial services industry.

• Experience working within FCA guidelines.

• Knowledge and expertise in handling vulnerable customers.

• Results-oriented with a strong emphasis on customer satisfaction.

• Exceptional verbal, written, and numerical communication skills.

• Strong team player.

• High attention to detail and accuracy.

• Commitment to delivering quality customer service.

• Proficient probing and listening skills.

• Competence in computer literacy.

• Previous experience in a Consumer Credit environment.

• Basic understanding of legal processes and procedures (Small Claims).

🏝️ Benefits

• Annual leave of 28 days, including bank holidays.

• Time off on your birthday.

• Gym membership benefits.

• Childcare assistance benefits.

• Health cash plan.

• Aviva pension plan.

• Professional subscription benefits.