Customer Service Advisor

Posted 5 April by Arrow Global Easy Apply

Customer Service Advisor

Due to a period of significant growth, we have an exciting vacancy for a Customer Service Advisor to join us on a 3 months Fixed Term Contract. This role will be based in our vibrant Farnborough office and we require an enthusiastic individual to become an integral member of our Internal Collections department.

Overall purpose

The role’s purpose is to contact customers and advise that they are owed monies as a result of overpaying their repayment plans. You will make contact and make arrangements for that refund to be paid.

The main responsibilities are:

  • Support delivery of the credit balance refund project.

  • Issue refund letters to in credit customers

  • Follow up initial letters, including outbound dialling including the use of the dialler

  • Answer customer calls and update a central Refund Log and complete the details

  • Mailing confirmation letters and refund cheques.

What you need to have

  • Excellent Telephone Manner

  • Resilient and able to deal with potential customer disputes

  • Team player

  • Be able to pick up new skills quickly and work independently.


Complexity

Problems faced will be routine customer queries.


Impact

The role has a direct impact in complying with FCA regulations

What we can offer you


We offer a competitive salary and attractive benefits package and we pride ourselves on rewarding success with our excellent bonus scheme and incentive package. We also have very interactive subsidised events, colleague engagement teams, employee recognition and development programs.

25 Days holiday (plus opportunity to buy/sell)

Pension Scheme – company matching up to 5%

Life Assurance 4 x salary

Private medical insurance / Health plans

Income protection

Employee assistance program

Cycle to work scheme / Gym Flex / Gadget scheme

Free fruit and hot drinks

Arrow Global Group.

Established in 2005, Arrow Global specialises in the purchase, collection and servicing of non-performing loans. We identify, acquire and manage secured and unsecured defaulted loan portfolios from financial institutions, such as banks and credit card companies, as well as retail chains, student loans, motor credit, telecommunication firms and utility companies.

Debt is a more prominent and open concern in both society and the wider economy than in previous times. Customers and clients are now more empowered and expect a personalised and bespoke debt management service. Companies operating in the sector must be more customer focused by being more transparent, and delivering increasingly innovative solutions using technology and data.

We are committed to making our service more individualised and customer focused. We are a data driven business and we use our insight from over 35 million customer records across six countries to offer affordable and manageable solutions for consumers to reduce their debt in a fair, transparent and structured way. By investing in our people, expertise and market intelligence, we gain a better understanding of our customers as individuals and we continually improve the service we offer, helping them to build better financial futures.

A large and diversified European business

We are a financially strong, European regulated business operating in six different geographies, with over 1,500 colleagues and over 9 million customer accounts, delivering strong financial returns. Our Purpose – building better financial futures.


Please note – we are an equal opportunities employer and FCA regulated company - we will conduct credit, fraud, criminal record and 5-year reference checks as part of our pre-employment screening.

(Strictly No Recruitment Agencies Please)

Reference: 34832793

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