Payment Support Agent at Oodle Car Finance. The Payment Support Team at Oodle Car Finance is committed to delivering an excellent customer experience. In this role, you will support customers with outstanding payments, helping them manage missed payments effectively. You should possess exceptional communication and empathy skills and be capable of building relationships to support positive outcomes. If you are passionate, driven, and dedicated to providing first-class customer service, we would love to hear from you.
At Oodle, our customers and staff are central to our mission. This role offers a great opportunity to grow your career within a supportive, dynamic team.
What you'll be doing:
1. Handling telephone queries from customers experiencing financial difficulties.
2. Engaging in meaningful conversations to find suitable payment solutions for missed payments.
3. Setting up payment plans and collaborating with specialist teams to support customers.
4. Showing compassion and understanding towards vulnerable customers.
5. Recording conversations and administrative actions accurately within relevant systems.
6. Reviewing and suggesting process improvements to enhance customer and business experiences.
7. Identifying and escalating risks to your line manager.
Qualifications and Skills:
* Previous experience in a Payment Support, Collections, or Recoveries role.
* Excellent verbal and written communication and listening skills.
* Strong understanding of financial principles and customer support strategies.
* A genuine desire to help customers improve their financial health.
* Ability to proactively manage and prioritize caseloads in line with KPIs.
Our Values:
* Embrace being human - empathy and diversity strengthen us.
* Strive for excellence - continuous improvement is key.
* Everyone's a builder - teamwork leads to success.
* Bravely honest - integrity in all we do.
* Think customer - the customer is at the heart of our actions.
Discover more about our culture on LinkedIn and Instagram. Oodle is proud to be an inclusive workplace, valuing diversity of experience, thoughts, and backgrounds, which enhances our customer outcomes and workplace environment. We support various DEI initiatives to foster a positive culture.
Benefits:
* 25 days holiday (rising to 28 after 3 years) plus bank holidays.
* Private Medical Insurance via Vitality, with family rewards.
* Health cash plan for dental, optical, etc., via Simply Health.
* 5% employer pension contribution.
* Free office breakfast, drinks, and fruit.
* Employee discounts across major retailers.
* One volunteer day per year.
* Six free counselling sessions through our Employee Assistance Programme.
* Paid sick leave with enhanced company sick pay.
* Enhanced family leave for primary and secondary caregivers.
Our mission at Oodle is to be the UK's simplest way to find and finance quality used cars, making the car buying process straightforward and joyful. We are a team of 450 based in Manchester, Oxford, and London, supporting thousands of customers annually. We look forward to another exciting year!
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