Hybrid Customer Experience Specialist

at InDebted

• Job title: Customer Experience Specialist
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: £25,000 - £30,000 per year
• Degree requirement: High School Diploma
• Location requirements: Hybrid, United Kingdom

About the role

• Customer Experience Specialist at InDebted delivering unmatched customer experience for overdue accounts. Assisting customers on their path to financial fitness and meeting key performance metrics.

Responsibilities

• Deliver an unmatched experience to customers who are taking a first step on their path to financial fitness by resolving past due accounts.
• Leverage exceptional written communication skills to negotiate and interact effectively with customers via email, SMS and live chat, ensuring a seamless and empathetic customer experience.
• Handle inbound customer communications through live chat, email, text message and phone calls, focusing on assisting customers resolve their account.
• Assess and understand customers’ situations to negotiate effectively and guide them toward favorable resolutions.
• Apply collections experience to assist customers in creating and committing to repayment plans that suit their circumstances while aligning with regulatory and company objectives.
• Adhere to InDebted’s core values and foster trust with customers through transparent and supportive communication.
• Ensure compliance with all relevant laws, regulations, policies, and procedures.
• Assist customers on their journey to becoming debt-free by using insights from customer interactions to propose tailored solutions.
• Participate in ongoing training to enhance skills and stay updated on industry practices.
• Consistently achieve and exceed key performance metrics:

Requirements

• Experience in a multi-communication contact centre
• Strong self-motivation and resourcefulness, with excellent problem-solving and critical-thinking skills.
• Proven ability to manage multiple customer interactions simultaneously across digital channels.
• High proficiency with web-based tools and systems for customer interaction and documentation.
• Reliability and adaptability to meet dynamic business needs.
• Nice to Have
• Experience working in debt collection or other financial services company
• Experience working in an FCA regulated form

Benefits

• Our benefits packages vary depending on region and role requirements. Our talent acquisition team will be able to share more during the recruitment process.
• InDebted is an Equal Opportunity Employer.