Customer Service Representative
Department: Operations
Employment Type: Permanent - Full Time
Location: Cardiff (Credas)
Reporting To: Client Services Manager
Description
Credas Technologies Ltd, a Dye & Durham company, provides digital solutions to automate due diligence compliance, remote identity verification using biometric facial recognition, and customer outreach processes. Credas is an award winning, values driven and fast-growing technology company with a modern and progressive approach to working.
We are looking for a dynamic and detail-oriented individual to support our valued partner base. This role will focus on addressing partner and client inquiries, managing escalations, and ensuring compliance with industry regulations, including AML (Anti-Money Laundering), Right to Work (RTW), and Right to Rent (RTR).
The ideal candidate will bring experience in compliance, client management, and customer service, with an ability to work in a fast-paced, tech-driven environment. You will serve as the primary point of contact for our partners, ensuring their needs are met while maintaining high levels of compliance and operational efficiency.
Key Responsibilities
* Respond to partner and client requests and queries in a professional and timely manner
* Account management and training with our high value Partners.
* Liaise with other team members to support partner requests.
* Manage escalations to a full resolution.
* Assist with support and training of team member within the Partner Services team.
* Log and identify themes of issues raised and work with Partner Services Manager to implement a plan for resolution.
* Compliance with SLAs within the Partner Services team for communication and management of Partner queries.
* Help and assist with queries via telephone.
* Work with the technical team on bug management and technical system issues.
* Complete Adhoc tasks set out by line manager.
* Work with other departments identifying improvements or issues and following these to resolution.
* Take ownership of internal and external escalations
Skills, Knowledge & Expertise
* Ability to resolve problems
* Ability to use own initiative to make decisions
* Compliant handling.
* Time Management.
* Proficient computer skills
* Attention to detail
* Excellent verbal and written communication skills
Job Benefits
At Dye & Durham we strive to be visionaries! As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering internal and external training opportunities. We offer competitive salaries and a whole host of benefits including healthcare, pension, company discounts, wellness programs, and paid days off to move house or volunteer for your favourite charity.
Do you share our DNA?
* We ask how tomorrow can be better than today
* We are passionate about solving our customer's challenges
* Our ideas break boundaries
* We value different perspectives and encourage dialogue
* We take ownership and celebrate together
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