Customer Service Advisor
An established company is seeking a Customer Service Analyst to manage essential back-office customer activities. This role is dedicated to upholding high service standards and adhering to Service Level Agreements (SLAs) to deliver exceptional service.
Key Responsibilities:
- Process customer service payments, ensuring compliance with Key Performance Indicators (KPIs) and SLAs.
- Control and reconcile unallocated payments, ensuring timely allocation to customer accounts, including cash postings and refunds.
- Deliver excellent customer service by effectively resolving payment queries.
- Manage daily customer payment activities and allocations using the customer management system.
- Identify and implement process improvements to enhance departmental efficiency.
- Collaborate with internal departments and the finance team to resolve payment issues.
- Handle daily, weekly, and monthly tasks to ensure efficient service delivery, with a focus on month-end posting requirements.
- Maintain Experian records
- Stay informed about current operational and compliance policies, attending training sessions as required.
- Adhere to FCA regulations regarding vehicle finance cancellations and unwinds processes.
Operating Hours:
- 35 hours per week, typically 5 days per week and 1 in 4 Saturdays.
- Business hours: Monday to Friday: 8am – 8pm, Saturday & Sunday: 9am – 6pm.
Required Knowledge and Experience:
- Relevant business experience within the financial sector.
- High accuracy and attention to detail.
- Effective time management, planning, and organisational skills.
- Problem-solving abilities and decision-making independence.
- Data entry and payment processing experience.
- Strong written and verbal communication skills.
- Advanced knowledge of Microsoft Office Suite (Word, Excel, Outlook).
- Minimum of 2 years of experience as a Customer Services Administrator or similar role.
Values and Behaviors:
- Positive mindset with a focus on continuous improvement.
- Open and transparent communication style.
- Flexibility and adaptability.
