Customer Assistance Advisor

What you’ll do:

• Deliver a high level of customer service and represent the brand whilst actively engaging and building trust with customers providing advice appropriate to their circumstances
• Provide accurate information on products and services to ensure consistency across the organization and provide both a reliable and trustworthy customer service whilst remaining compliant.
• Provide a timely response to inquiries, requests, and complaints of customers through the use of different mediums such as voice, chat and email.
• Provide assistance to all our customers from potential to those that are already on their application journey seeking application status, or post application in arrears.
• Perform other related duties as assigned.
• Negotiate with customers in difficulty on how best to bring their accounts up to date or agree a suitable repayment plan that works for both the customer and the business.
• Carry out full income and expenditure risk assessments and making repayment decisions in line with TCF principles and the company's strategies.
• Identify situations that may require specialist handling (e.g. Fraud or Legal) and refer these on as appropriate.
• Maintain an up-to-date knowledge of regulatory and legislative information related to Consumer Finance products and services (e.g. Money Laundering, Data Protection, etc.).
• Maximizing cash collection ensuring targets and company objectives are met