Hybrid Customer Services Representative – Lending

at Hastings Direct

• Job title: Customer Services Representative – Lending
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: £26,230 per year
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Bexhill, United Kingdom

About the role

• Customer Services Representative handling customer inquiries related to unsecured lending at Hastings Direct. Responsible for providing support and managing queries through different communication channels.

Responsibilities

• Responsible for answering queries from customers in early stages of arrears
• Supporting customers with their initial payment concerns using multiple channels whilst striving to resolve customer queries first time
• Managing inbound calls & emails, and making outbound calls
• Helping the wider operations team manage and support the end-to-end customer journey
• Working closely with our Underwriting & Customer Service colleagues to escalate customer interactions where necessary
• Ensure that all customers are treated fairly and that those who are identified as being vulnerable or in financial hardship are dealt with according to regulatory and company policies
• Manage customer complaints effectively and in line with company policies
• Be a self-starter and proactively manage work queues on a day-to-day basis
• Be a team player, supporting colleagues who need help and suggesting process/system improvements

Requirements

• Underlying focus on Customer Service essential, comfortable conversing with customers on phone and email
• Proactively identifying process improvements to help improve customer and business outcomes
• Willingness and ability to learn a new product line and apply existing skills in new area
• Adept at identifying and dealing with vulnerable customers

Benefits

• Up to 5% annual discretionary Bonus
• Hybrid working (1 day per week in the office with the option to do more depending on your preference)
• A fantastic open plan modern office
• We promote a relaxed, friendly & diverse working environment
• 'Harrys' - a great onsite restaurant, with a wide range of choice at breakfast and lunchtime & an on-site Costa coffee
• 25 days holiday and bank holidays equivalent (plus buy and sell up to 5 days)
• Pension match up to 10% of your salary
• Life insurance (4 x base salary)
• Discounted Hasting Direct products
• Discounts & cashback with well-known retailers
• Tech scheme, cycle to work, health assessments, and skin check - on completion of probation
• Refer a friend scheme - earn £500 for every friend you refer
• We will provide you will all the tech that you need! Including a brand-new Microsoft Surface laptop