Customer Service Associate

The Role

As a Customer Service Associate at Salary Finance, you will be a crucial part of our customer operations team, ensuring that our regulatory communications are handled efficiently, and our customers receive exceptional support. You will collaborate closely with the Customer Service Manager and the London customer operations team, contributing to the development and enhancement of our customer service processes.

Key Responsibilities:

• Respond promptly and professionally to customer inquiries via live chat and email, ensuring a seamless and positive customer experience.
• Diagnose and resolve customer queries related to loan applications, payments, and account updates.
• Interpret and explain company policies, financial products, and service terms accurately to customers.
• Maintain detailed and accurate records of all customer interactions and resolutions in the CRM system.
• Prioritize and escalate unresolved or complex issues to relevant departments (e.g., tech support) in a timely manner and follow up diligently, providing regular status updates to customers.
• Troubleshoot basic technical issues (e.g., login problems, document upload errors) and collaborate with the tech team to report and resolve system-related issues.
• Ensure compliance with data protection regulations (e.g., GDPR) when handling sensitive information.
• Adhere to standard operating procedures (SOPs) and service-level agreements (SLAs) to meet performance benchmarks.
• Identify recurring customer issues and share insights with the operations and product teams for process improvements.
• Suggest enhancements to FAQs or knowledge base articles to reduce repetitive inquiries.
• Promote customer retention by delivering exceptional service and building trust.
• Share best practices and customer insights with colleagues to enhance team performance.
• Participate in training sessions to stay updated on product changes, new processes, and compliance guidelines.

About you

The ideal candidate will have a track-record in delivering results in a fast-moving business and hence be comfortable with change and uncertainty. Excellent stakeholder management experience is essential to being successful in this role.

Required Skills:

• You enjoy interacting with customers daily, both over the live chat and by email You have an upbeat approach and can think on your feet.
• You have exceptional organisational and time management skills, the ability to perform smoothly and consistently in a fast-paced environment.
• You are a detail-oriented perfectionist who loves to take on a complex task and gets it done, every time.
• You are passionate about technology and social impact and want to help build a business that delivers a meaningful difference to society.
• You are resilient, empathetic, collaborative, and self-motivated.
• You have experience in a customer or client facing environment.
• You delight in solving problems and going above and beyond to treat customers fairly and leave them feeling valued.
• You have excellent communication skills and can present complex details, concepts, and information in an easy-to-understand format.
• You have an intermediate knowledge of Google Sheets and Excel and able to Manipulate data.

Preferred Skills:

• Customer service experience in a financial services, technology, or employee benefits company.
• Experience of working in a regulated environment.
• You are familiar with CRM systems Knowledge of G Suite Advanced Excel skills.
• You have knowledge of TCF, the Data Protection Act/GDPR, CCA and Anti Money Laundering procedures.

Education Qualification:

• High School Diploma and Above.

What we can offer you

• Be part of the World’s Leading Digital Venture Builder
• Have the opportunity to be a part of and learn from the incredible diverse talent in BC
• Be exposed to the right mix of challenges, within a culture that promotes continuous learning and development and opportunity to work with Gen AI
• A fun and open, if a little cricket obsessed, atmosphere – we own the Rajasthan Royals IPL team!
• 24 days of annual leave &10 public holiday days
• Private Medical for you and your immediate family & Life Insurance for yourself

Important

At Blenheim Chalcot, we strive to create an environment where differences are not only accepted but greatly valued; where everyone can make the most of their capabilities and potential. We promote meritocracy, competence and the sharing of ideas and opinions. We are driven by data and believe the diversity, agility, generosity, and curiosity of our people is what sets us apart as an organisation. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing and advancing individuals based on their skills and talent.