Customer Service Analyst
An established company is seeking a Customer Service Analyst to handle essential back-office customer activities. This role focuses on maintaining high service standards and Service Level Agreements (SLAs) to provide a great service.
Key Responsibilities:
- Process customer service payments, meeting Key Performance Indicators (KPIs) and SLAs.
- Control and reconcile un-allocated payments, ensuring timely allocation to customer accounts, including cash postings and refunds.
- Provide excellent customer service by resolving payment queries effectively.
- 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.
- Manage daily, weekly, and monthly tasks to ensure efficient service delivery, with a focus on month-end posting requirements.
- Maintain Experian records related to vehicle keeper changes, ensuring protection from unauthorised sales.
- Stay updated on 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:
- Education: Business experience within the financial sector.
- Business Experience:
- 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 year experience as a Customer Services Administrator or similar role
Values and Behaviours:
- Positive mindset with a focus on continuous improvement
- Open and transparent communication style
- Flexibility and adaptability
