[Hiring] Customer Support Agent @Evergreen Finance

Role Description

As part of our Customer Support Team, you will be working with customers whose accounts are due on the agreed date, and accounts that have fallen into arrears. You will be responsible for managing inbound and outbound customer calls and will use your excellent listening and negotiation skills to help them get back to their contractual arrangements or find a repayment arrangement option that is affordable to their needs, that will help them to get back on track. Your passion for finding the right outcome every time, and your willingness to go the extra mile for our customers is paramount to success.

• Process inbound calls from customers from all tranches of Recoveries and deal with these calls correctly and accurately with a high level of professionalism.
• Process outbound calls to customers, contacting them for due and overdue accounts to assist with payment and arrangements within affordable guidelines.
• Record all customer contact notes accurately on the system.
• Achieve affordable payment plans for customers to assist them and repatriate where possible.
• Accountable for reducing default and delinquency for all assigned accounts.
• Establish and maintain effective and cooperative working relationships with customers and colleagues alike.
• Ensure all customer outcomes are within regulation and to the benefit of both the customer and the business.
• Meet defined department Quality Assurance metrics (KPIs, SLAs).
• Work effectively as part of a team and individually.
• Maintain and develop positive department performance and conduct standards both personally and within a team at all times.
• Assist and support other departments within the business to ensure a superb customer journey.
• Supply excellent feedback to Line Managers on a regular basis.

Qualifications

• 1 year experience in a customer centric environment.
• 1 year experience working in collections/recoveries.
• Financial services industry experience.
• Experience of working within the FCA guidelines.
• Knowledge and experience in dealing with vulnerable customers.
• Results-focused and customer satisfaction driven.
• Excellent verbal, written and numerical communication skills.
• Strong team player.
• Attention to detail and accuracy.
• Focus on quality customer service.
• Probing and Listening skills.
• Competent computer literate ability.

Requirements

• Previous experience of working in a Consumer Credit environment.
• Basic knowledge of legal process/procedure (Small Claims).

Benefits

• Annual leave - 24 days + 17 days BH in line with Georgian law.