Overview:
Through a customer centric approach, appropriately assess and understands a customer’s financial position. Correctly recommending and setting up suitable and relevant solutions or signposting to third party debt advice, ensuring the best outcome reached in line with the customer’s circumstances.
“Teleperformance is a Regulated Financial Company operating largely in the BFSI sector. As such, it is a condition of numerous Service Level Agreements with many of our clients that Employees possess acceptable credit scores and that they have no criminal records throughout their employment tenure with our Company. For this reason, employment of any prospective job candidate is subject to the outcome of satisfactory references, credit & criminal checks. Sshortlisted job applicants will thus be required to sign a consent form to undergo the afore-mentioned checks as part of our Recruitment process with our registered service provider.”
Qualifications:
Education and Specific Training
Work Experience
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Matric/Equivalent
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Minimum of 6 months -12 months call centre/telephone experience
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Maintain campaign performance, quality, regulatory and compliance standards
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Experience in a FCA regulated environment – Advantageous
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Experience in banking/Insurance Financial industries- Advantageous
Good skills in:-
- Computer literacy (Word, Excel)
- Function specific IT systems
- Communication (written, oral)
- Problem solving
- Empathy
- Negotiation
- Customer service
- Resolving conflict
- Decision-making
- Commercially aware
- Working under pressure/to deadlines
- Attention to detail
Listening Knowledge of:
- FCA guidance on responsible lending
- TCF
- PPI
- Insurance
- FCA guidance on debt collection practices
- Consumer Credit Act i.e. enforceability, Collected lender liability
- Data Protection Act i.e. nominated 3rd party requirements
Responsibilities:
Contact with customers via multiple channels (2-way SMS, Webchat, Telephony) reach the correct outcome, through customer centric conversation. Ensuring the customer will have the best recommendation offered to them, allowing them to appropriately manage their account.
Key decisions using the Spectrum of Vulnerability, assessing how vulnerable a customer is, ranging from calling in to make a payment to referring them into our Specialist Support Team.- The role holder is accountable for understanding the Customers level of vulnerability and the impact on the Customers ability to pay, in order to refer them into the Specialist Support Team.
- Emotional intelligence, through specialized training, understanding and treating customers as individuals.
- Through personalised conversation, adopting TCF principles, appropriately assesses individuals needs and circumstances creating a truly customer centric experience, by assessing affordability using an income and expenditure tool to establish the best outcome for the customer by either setting up a suitable repayment plan or
signposting to third party debt advice.
- Use all tools available to signpost the customer for further advice and support.
- Use effective questioning and account information to establish the individual customers circumstances through a natural conversation.
- Carry out duties and any other activities in line with relevant policies and procedures in order to comply with regulatory (OFCOM, FCA) and quality requirements i.e.. FCA guidance on responsible lending, TCF, and guidance on debt collection practices, relevant sections of Consumer Credit Act, Data Protection Act.
- Take responsibility and accountability for their own progress and development working with Team Managers and colleagues to ensure they are keeping On Track
- Develop in depth knowledge of the business and departments in order to gain understanding of their part to play in the customer experience and TCF.
- To actively suggest improvements using the correct tools to improve processes and the journey for the customer.
- Understand our strategic objectives, how they play their part in our customer journey and our ambition to become a world class digital retailer.
- Embody the company values and evidence the ability to demonstrate them in their behavioural performance indicators using Perform and Shine.
- Passionate about our products and service by delivering a positive customer experience.
- Appropriately assess complaints through expression of customer dissatisfaction and follow all key processes to ensure the best experience for our customer.
- Be seen as an advocate for the customer and engage across multiple business functions through a number of communication tools.
- Ensuring appropriate documentation of each conversation/action to enable a continuous positive customer experience.
- Assess customer dissatisfaction and through ownership of complaints, making key decisions on complaint escalation and resolution.
- Agree “full and final payment” up to a maximum of 20% of balance.
