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Customer Services Officer

Permanent  for Aktiv Kapital UK Ltd in Bromley

Main Purpose of RoleTo provide a high standard of customer service in response to complaints raised by customers, third parties, regulatory bodies and outsourced agents, whilst maintaining high levels of efficiency in our day to day key responsibilities. Key Responsibilities Dealing with all aspects of written correspondence concerning complaints, disputes and queries. To maintain a high quality standard of query and complaints resolution focused on customer centricity. Action accounts correctly, efficiently and in line with internal service levels.To assist when requested in the preparation of weekly, monthly, yearly, ad hoc and management reports to ensure trends are monitored and key performance indicators are reported on.General Sort post into correct departments within Customer Service team. Action enquiries passed from other areas of the business. Note, log, action and respond accordingly to incoming communications from customers in relation to cases managed by the complaints team, adhering to our service level requirements.To attempt to resolve complaints in the most appropriate way, including by telephone. To action sensitive and vulnerable case referrals according to policies and procedures.To meet the deadlines set by the Credit Reference Agencies in accordance with their data disputes and enquiries process. Dealing with enquiries from customers and internal departments to ensure all relevant issues raised are dealt with effectively.Build and maintain relationships with appointed contacts with all of Aktiv Kapital vendorsFundingAssessing and actioning requests for compensation and redress, including, but not limited to interest charge refunds, balance adjustments and litigation costs. Dealing with offers of repayment from sensitive and vulnerable customers including payment moratoriums. Review cases identified as possible repurchases and provide finance with the relevant information for them to liaise with the vendor in this regard.Maximising in-house income by resolving outstanding complaints, disputes and queries with a view to returning to the collections department.ComplianceTo thoroughly investigate, document and respond to complaints/ subject access requests and credit consumer act requests, within deadlines set by the company and by external authorities with a view to achieving customer satisfaction and meeting the needs of the business.To identify high risk complaints within the complaint process and to escalate these appropriately and to supply the necessary information when requested.Work with relevant business areas to address issues or regulatory breaches highlighted through complaint handling.To provide feedback to sources of complaints, highlighting any issues for concern and any possible areas for improvement.Ensure full compliance with CSA/FOS complaint-handling regulations, guidelines and OFT principles.To be responsible for identified cases where the issue of mental health, illness, bereavement and any other such case that would be deemed to be sensitive To thoroughly investigate claims made and respond accordingly whilst trying to meet the needs of the customer in line with company policy.To effectively and efficiently process verification enquiries received in accordance with company policy.To verify the previous residency of customers by telephone contact or via the sending of correspondence.Understand and utilise credit reference information.To effectively and efficiently investigate data accuracy enquires as raised by the customer or an appointed third party, whether made directly by the customer or via the credit reference bureaus.Ensure full compliance for data registered with the regularity bodes and the credit reference agencies, by removing or correcting any incorrect data identified. To effectively and efficiently investigate any claims of fraud made by a customer or an appointed third party.Driving PerformancePursue your own development to increase personal effectiveness, acknowledging your strengths and areas for development.Embrace changes within the company with enthusiasm.Contribute effectively towards the Company’s goals and objectives by negotiating payments in full and settlements on accounts when dealing with queries wherever possible. Manage your own attendance to achieve departmental targets and maintain personal performance.Skills required to undertake the role:Excellent written communication skills.Good attention to detail.Accuracy.Target focused.Ability to build and maintain professional working relationships.Good interpersonal skills.Knowledge of specialised policies and services required to undertake the role: GCSE Math and English Excellent verbal and written communication Excellent interpersonal skillsProficiency in Microsoft office – Word, Excel, Outlook An understanding of OFT, FSA, CSA and DPA guidelines with regard to Collections processes.StandardsBelieving and demonstrating the values of The AK Way:Commitment to CustomersCommitment to Each OtherCommitment to LeadersDepartment: Customer ServicesReports to: Customer Services Team ManagerHours: 40 per week, Monday-Friday

Job added on 21-10-2014