Job Title: Finance Customer Service Representative
Location: Liverpool, Hybrid
Salary: 26,938 - 28,609 + up to 2000 Performance related bonus
Job Type: Permanent, Full Time
Working Hours: 37.5 hours a week between 09:00am and 17:30pm Monday to Friday. 1 in 3 Saturdays between the hours of 9.00am and 17.30pm
About the Role
As a finance customer service representative, you will be dealing with a high volume of customer enquiries about their direct debit payments by telephone, email and webchat. This role requires great communication skills.
What you will be doing
- 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 customers file is updated accurately.
- Logging, handling and resolving complaints.
- Referrals to other departments where applicable.
- Adherence to FCA compliance procedures at all times.
What we're looking for
- 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.
Benefits
- 35 days' holiday (including bank holidays) with additional buy/sell options.
- 24/7 mental health support & free counselling available.
- Grow with us: Through career fairs, leadership programs, and learning on the go!
- Flexible benefits, including early access to salary via our internal platform.
- Hybrid working options to support work-life balance and individual needs.
- Recognition awards, social events & more.
Our Commitment to our colleague's
- Mindful Employer - championing mental health and wellbeing.
- Disability Confident Level 1 & 2 - creating accessible, inclusive opportunities.
- Menopause Friendly accredited - supporting every stage of life.
- Armed Forces Covenant signatory - honouring those who serve.
- Great Places to Work 2024/25 - fostering an engaging and positive workplace culture.
- Best Place to Work for Development - proud to be investing in people's future.
- Best Place to Work for Women - breaking down barriers to women's career progression.
A Few Things to Know Before You Apply
Checks & Clearances
- All roles at Acorn are subject to DBS and financial checks. Any offer we make will be conditional until these are completed to a satisfactory standard.
Visa Requirements
- Because our training is quite comprehensive, we can only consider applicants who have at least one year remaining on their Graduate or Post-Study Work visa. At the moment, we're not able to offer visa sponsorship.
