Part-TIme Evening Customer Service/ Collections

Recruiter
Henry James
Location
CV1 2EA
Salary
£7.90/hour
Posted
08 Jul 2017
Closes
07 Aug 2017
Sector
Accountancy
Contract Type
Permanent
Hours
Part Time
Job Role: Part-Time Evening Customer Service/ Collections
Location: Coventry
Salary: £7.90

Hours of Work: 20 or 22 hour a week contract, working 4 evenings per week between 5pm and 9pm and every Saturday from 8am until 12pm or 2pm.

Role Summary:
- Researches and responds to customer requests via mail, email, fax and other means pertaining to cardholder/corporate accounts and ensures compliance with client, regulatory, and Association rules and regulations.
- Utilizes extensive knowledge of banking products and services to research, update and document cardholder accounts.
- Recognizes potential fraud, credit, collection and chargeback issues and forwards them to the appropriate department.
- Inbound and outbound telephone calls with Credit Card customers to identify customer circumstances, agree customer outcomes and solutions including: taking payments, making payment plans, referring to a Debt - Management Company or other
- Adhere to rehabilitation and collections tools within criteria levels of authority
- Collate, update and maintain internal collections systems and customer databases
- Ensure statutory and regulatory requirements are upheld and customer notes updated
- Achieve Key Performance Indicators (KPI’S) in line with Service Level Agreements including quality standards.

ESSENTIAL FUNCTIONS:
• Becomes familiar with client products and services while assisting with routine updates and documentation (e.g. name/address changes, returned mail, etc.) of cardholder/corporate accounts.
• Follows client policies and procedures to validate report disputes from appropriate credit bureau systems as directed.
• Becomes familiar and assists with determining/recognizing the basis of cardholder requests that involve potential fraud, credit, collection or chargeback issues and forwards to the appropriate department for resolution.
• Picks up, reviews, sorts, digitally scans, and distributes mail for appropriate action, as directed.
• Follows basic client standards/policies/procedures, regulations and Association (Visa, MasterCard, etc.) requirements as observed through training, reference material and various software tools to prevent violations and punitive financial action, as directed.
SKILLS / KNOWLEDGE, JOB COMPLEXITY & SUPERVISION
• Acquires and applies job skills and learns company policies and procedures to complete assigned routine tasks.
• Works on assignments that are routine to semi‐routine in nature, requiring limited decision outside of stated processes, but recognizes the need for occasional deviation from accepted practice. Has little or no role in the decision‐making.
• Normally receives detailed instructions and follows established procedures on all work, requires instructions on all assignments. Works under close supervision.
• Knowledge in applicable software, e.g. Lotus Notes, TSYS Applications, onBase, Microsoft Office, Credit Bureau system, client websites, payment processing systems
• Frequent written and verbal communication with cardholders, clients and vendors (US Postal Service)
• Strong knowledge of government regulations, client policies and Association compliance

Competencies
• Results Orientation
• Customer Focus
• Fostering Relationships
• Effective Communication - Written and Oral & Strong questioning, negotiating/probing skills
• Resilience and Motivation
• Attention to Detail and Quality Orientation
• Assimilate and Analyse Information
• Critical and Analytical Thinking
• Planning and Organisation
• Driving Change and Innovation

Skills Required

Customer Service
Customer Care
Collections
Administration

Keywords
Customer Service
Admin
Banking
Inbound
Outbound
Collections
Permanent
Coventry