Customer Solutions Specialist

Company: Loans 2 Go Ltd
Role: Customer Service and Collections Advisor
Salary: £26,350.00 to £34,255.00 pa, dependant on experience and skills
Start Date: January 2024
Duration: Permanent with advancement opportunities
Location: Putney Bridge, SW15
Company Overview:
Loans 2 Go Limited (L2G) is an industry leader in providing alternative, affordable personal loans; we aim to give lines of credit to those who mainstream lenders have neglected. We are growing and adapting fast; with over 20 years of operation nationwide, we have helped hundreds of thousands of customers and the business has transformed from a traditional high-street lender to a multi-channel, online loan provider. We are regulated by the Financial Conduct Authority and fully compliant with our obligations under Consumer Duty. We understand the importance of providing fair and transparent products and services as the key to unlocking a prosperous future for the business. We will continue to adapt, improve, and implement changes where required to improve our people, the business, and the overall quality of our customer experience.
The Role:
The Customer Solution Specialist's primary function, within a larger Customer Solutions Team, is to optimise customer experience through proactive and effective customer engagement while combining top-class customer service, negotiation, and rapport building. Important to the role is the ability to show the ability to empathetically, and competently work with vulnerable customers.
Through these evidenced skill sets, a CSS will be able to explore and negotiate towards good outcomes for customers experiencing varying levels of financial difficulty and vulnerability, while showing due care and diligence and adhering to regulatory and company guidelines.
What you will be doing:
Partaking in a 4-6 week, in-house, onboarding and training scheme
(GradBay) where you will be given the opportunity to display your skills
and learn about the business.
Handling calls with customers in a variety of financial situations and solve
problems by being able to draw upon procedural knowledge and your own
professional experience handling difficult conversations.
Working with vulnerable customers in a variety of circumstances.
Negotiating repayment plans and utilising your previous collections
experience.
Operating multiple systems, including our own, in-house software,
Microsoft applications, while maintaining a high level of customer service.
Proving your understanding of our departmental approach to quality over
quantity – putting customer experience and compliance first.
Actively providing feedback to your line manager where you will be
encouraged to suggest improvements to processes and float ideas for
positive change.
As well as receiving feedback, you will be encouraged to self-evaluate and
identify your own areas of development that your line manager can
support you with.
Communicating through varying channels with our customer-base,
including telephone, email, or letter, and demonstrating a good standard
of literacy while doing so.
Putting your own stamp on the customer service you provide, drawing on
your excellent track record and experience, as well as the guidelines and
feedback provided to you.
Carving your own path to progression through the quality of work you
deliver.
What you need to do to succeed:
Related experience in account management – collections account
management experience and exposure to working with vulnerable
customers is a plus, but not a requirement, we can train you if you have
the qualities to succeed! (Bonus points for experience in regulated
environments).
A history of, and desire to work with vulnerable customers, understanding
the level of care and attention this requires.
A commitment to delivering exceptional customer service above all, every
day.
A solution driven approach to problem solving on every call, even under
pressure.
The ability to use your professional experiences to integrate into a diverse
and equally talented workforce from day one.
Demonstrate high standards of organisation and evidence abilities to meet
deadlines and on the job demands daily.
Start as you mean to go on; establish long-term reliability from the outset
by being punctual and present when needed.
Demonstrate procedural understanding by delivering a quality of work that
meets strict compliance standards.
Understand the needs of your colleagues and support them where needed.
Be flexible, willing to assist and expect the same in return.
Demonstrate true empathy in all aspects of the role.
Drive to progress, learn and take control of your own development, inside
and outside of work.
From day one, engage inquisitively with our Head of Learning and
Development to learn and understand what Loans 2 Go represents and
what we want to deliver.
How we will help you succeed:
Provide comprehensive training in the form of 4-6 weeks in our GradBay
supported learning program.
Continual, regular feedback on your progress and performance from your
Team Manager.
Annual Appraisal to recognise your achievements and map out your
personal development.
Job stretch to show off your skills and ability to progress.
We will give you the freedom to be yourself, free of scripts, to be a real
person helping real people.
Provide clearly defined departmental goals and values to keep you moving
in the right direction.
Some benefits we offer:
Hybrid Working Scheme available whereby eligible employees will be
working from their UK homes and the office as and when requested to do
so, as per the business needs.
Performance based bonus
Up to 33 days holiday
Accrued Holiday Sellback Scheme
Annual flu jab vaccination
Milestone Service Reward Programme
Life Insurance Cover for all employees with 12 months+ service
Incapacity Insurance Cover for all employees with 12 months+ service
Hours of work:
40 hours per week, Monday to Saturday, between 8am and 6pm