Customer Service Representative (UK Shift)  

• Responding to and resolving queries received through emails/fax as well processing tasks and requests.
• Taking inbound calls from external and internal customers as well as making outbound calls.
• Assisting clients with their account maintenance enquiries.
• Escalating queries, disputes, and complaints to the appropriate or relevant department once issue has been identified.
• Regularly communicating with team members and colleagues to obtain updates and making sure that messages, updates and initiatives are clearly understood.
• Delegating email tasks and TDIs to relevant team member(s) to look into and action, checking if correct procedure and appropriate resolution have been made.

Tasks being actioned:

• Interest Rate Reduction
• Loan Conversion (from P&I to IO and vice versa; from variable to fixed and vice vice versa)
• Processing and ordering Visa Debit Card
• Posting refunds and payments manually (instructed by Treasury team) – Only being actioned when approved by Management or advised by Team Leader/Operations Manager

• Strong communication and organisation skills - the ability to deliver your message in a personal but clear and concise manner when responding to customers’ queries, disputes, complaints and requests
• Highly empathic, with well-honed interpersonal skills: you are able to quickly build rapport with the customer, and with a range of internal and external stakeholders, plus work as part of a cross-functional team
• Proactive in your own performance and development
• A genuine interest in revolutionising the financial industry putting our customers first always
• Flexible and happy to work shifts including evening and weekends, ensuring we continue to provide an excellent customer experience
• Previous experience providing support via online customer support platforms such as Zendesk/Intercom is desirable
• Adaptable, as a start-up, our roles can vary as the business requires
• strong mortgage/financial services experience (1 year+) and solid understanding of the mortgage process end to end including applications, valuations, conveyancing and servicing
• experience working with brokers - either through a brokerage firm or via another lenders broker helpdesk ( 1 year+)