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Financial Services Advisor

Job description

Within this role as a Customer Services Advisor you will be expected to:

  • Engage with new and existing customers over the telephone and via writtencommunication to effectively understand their current financial situation, agreeing an outcome which is appropriate for both the Customer and the Business.
  • Handle customer dissatisfaction in an appropriate and courteous manner whilst adhering to our complaints / escalation process.
  • Successfully manage your own productivity by following and adhering to work schedules which lead to achieving service levels and maximising contact requirements.
  • Comply with all appropriate regulatory compliance guidelines in achieving the right customer outcome.

Relevant experience for this role: 

Extensive experience in a Customer facing role/environment, ideally within a Financial Services organisation.
Excellent communication skills, both written and verbal.
Good numerical and literacy skills.
Customer Service, Collections, Recoveries or a Sales background preferable.
Minimum APA qualification, QFA preferable.
Excellent emotional intelligence and ability to emphasise.
Ability to adapt to change and differing business demands.
Ability to work as part of a Team.
Evidence of achieving SLA’s and KPI’s.
Understanding of the BPFI/MABS protocol.
An understanding of CBI and Regulatory Requirements, GDPR, Financial
Services.

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