Customer Support Agent (Ge)

Customer Support Agent

Collections - Georgia Remote 

About Us

Moneyboat.co.uk is a UK short-term Direct Lender offering loans from £200 - £1,500 for up to six months. It was founded in 2014 with a vision to make a mark as a company that values transparency, affordability, and quality service. We know the value of flexibility, creativity, and innovation in today’s fintech space, and strive to provide our customers with a positive, simple, and trustworthy experience.

To maximise the recovery of due and overdue loan payments, and providing the highest level of professionalism and customer service at all times whilst being a primary point of contact for all customers. You will possess excellent verbal and written communication skills as you will be engaging our customers via telephone, email, and SMS messaging. Utilising your problem solving skills to get the very best outcome for the customer and the business, and exhibiting great questioning skills to get to the heart of the problem to formulate great solutions and outcomes. 

A prerequisite for the role is a positive mindset to deal with difficult customer circumstances, resilience and preparedness, and the motivation to deliver your very best every day.

Job Summary

As part of our Customer Support Team, you will be working with customers whose accounts are due on the agreed date, and accounts that have fallen into arrears. You will be responsible for managing inbound and outbound customer calls and will use your excellent listening and negotiation skills to help them get back to their contractual arrangements or find a repayment arrangement option that is affordable to their needs, that will help them to get back on track. Your passion for finding the right outcome every time, and your willingness to go the extra mile for our customers is paramount to success.  

Key Responsibilities

• Process inbound calls from customers from all tranches of Recoveries and deal with these calls correctly and accurately with a high level of professionalism
• Process outbound calls to customers, contacting them for due and overdue accounts to assist with payment and arrangements within affordable guidelines
• Record all customer contact notes accurately on the system
• Achieve affordable payment plans for customers to assist them and repatriate where possible
• Accountable for reducing default and delinquency for all assigned accounts
• Establish and maintain effective and cooperative working relationships with customers and colleagues alike. 
• Ensure all customer outcomes are within regulation and to the benefit of both the customer and the business.
• Meet defined department Quality Assurance metrics (KPIs, SLAs)
• Work effectively as part of a team and individually
• Maintain and develop positive department performance and conduct standards both personally and within a team at all times. 
• Assist and support other departments within the business to ensure a superb customer journey
• Supply excellent feedback to Line Managers on a regular basis

Work Hours

• Rota Basis- 9 hour shift including 1 hour lunch break
• Up to 10pm Georgian time in summer and 11:00pm Gerogian time in winter
• Last Working Friday of the Month (LWF)-  11:00am-9:00pm Georgian time in summer, 12:00pm-10:00pm Georgian time in winter (8am-6pm UK time)
• Last Working Day of the Month (LWD)- 11:00am-11:00am Georgian time in summer, 12:00pm-12:00am Georgian time in winter (8:00am-8:00pm UK time)

Essential Skills and Experience

• 1 year experience in a customer centric environment
• 1 year experience working in collections/recoveries
• Financial services industry experience
• Knowledge and experience in dealing with vulnerable customers
• Results-focused and customer satisfaction driven
• Excellent verbal, written and numerical communication skills
• Strong team player
• Attention to detail and accuracy
• Focus on quality customer service
• Probing and Listening skills
• Competent computer literate ability

Desirable Skills and Experience

• Previous experience of working in a Consumer Credit environment
• Basic knowledge of legal process/procedure (Small Claims)
• Experience of working within the FCA guidelines