Overview
Job Title: Finance Customer Service Representative
Location: Liverpool, Hybrid
Salary: GBP26,938 - GBP28,609 + up to GBP2000 Performance related bonus
Job Type: Permanent, Full Time
Working Hours: 37.5 hours a week between 09:00 and 17:30 Monday to Friday. 1 in 3 Saturdays between 09:00 and 17:30
Responsibilities
* Taking payments from customers who have missed their direct debit payment.
* Dealing with general customer queries about their monthly direct debit payments.
* Amending and updating customers details, including changing their direct debit payment dates and bank account details.
* Setting up payment plans and providing support for customers who may require forbearance options.
* Offering solutions for customers who are in financial difficulty.
* Sending out documentation to customers.
* Amending and updating customer details on the relevant software systems, paying particular attention to detail and ensuring that the customer file is updated accurately.
* Logging, handling and resolving complaints.
* Referrals to other departments where applicable.
* Adherence to FCA compliance procedures at all times.
Qualifications & Requirements
* A positive can-do attitude.
* Excellent communication and listening skills.
* The ability to demonstrate empathy and patience when dealing with all customers.
* Excellent attention to detail.
* Good problem solver.
* Ability to work in a fast-paced environment.
* Ability to multi-task and manage time effectively.
* Excellent customer service skills, incorporating a confident and pleasant telephone manner.
* Checks for DBS and financial background where applicable (as part of role checks).
* Visa requirements: applications considered only if at least one year remains on Graduate or Post-Study Work visa; visa sponsorship is not offered.
About the Company
Grown with Acorn: At Acorn Insurance, we’re proud of our Liverpool roots and the growth of the Acorn Group. We employ 1,700+ people across the UK and write insurance policies of substantial value.
* Mindful Employer - championing mental health and wellbeing
* Disability Confident Level 1 & 2
* Menopause Friendly accredited
* Armed Forces Covenant signatory
* Great Places to Work 2024/25
* Best Place to Work for Development
* Best Place to Work for Women
Benefits
* 35 days' holiday (including bank holidays) with additional buy/sell options
* 24/7 mental health support & free counselling
* Career growth through fairs, leadership programs, and learning on the go
* Flexible benefits, including early access to salary
* Hybrid working options
* Recognition awards, social events & more
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