We are seeking a dynamic Customer Operations Executive to join our Forbearance & Agency team. In this role, you will be responsible for managing customer cases related to both forbearance and agency processes, supporting team leaders, and assisting with continuous process improvements. You will play a vital role in maintaining our award-winning customer service standards and ensuring high levels of customer satisfaction.
Responsibilities
- Forbearance & Payment Processes: and payment options to customers, ensuring clarity and understanding of available options.
- Customer Case Management: Manage member queries related to both forbearance and agency processes, offering appropriate solutions based on individual circumstances.
- Support Process Implementation: Assist in implementing and managing forbearance and agency procedures under guidance, ensuring compliance with company standards.
- Collaboration with External Agencies: Liaise with external agencies, collecting and providing necessary information to facilitate smooth processes.
- Customer Inquiry Resolution: Handle customer inquiries with professionalism and empathy, escalating complex issues to senior team members when required.
- Maintain accurate records of forbearance and agency agreements and ensure compliance with relevant policies and procedures.
- Contribute ideas for process enhancements and collaborate in implementing improvements to streamline operations and better serve our customers.
- Participate in ongoing training sessions to deepen your understanding of policies, procedures,
and best practices for customer service and query handling.
What youll need to succeed
- 1-3 years of customer-facing experience (written and voice), ideally in a financial services or similar environment.
- Communication Skills: Proficient in both verbal and written English, with the ability to clearly communicate complex information to customers.
- A genuine desire to put customers needs first and ensure they have a positive experience at every step of their journey.
- Problem-Solving Mindset: Hardworking, eager to take on challenges, and comfortable solving problems using both software tools and soft skills.
- Attention to Detail: A meticulous approach to documentation and compliance, ensuring accurate record-keeping and adherence to company policies and procedures.
- Ability to work effectively with internal teams and external agencies to achieve shared goals and improve processes.
- You Are: Youre a great communicator who can articulate information clearly and professionally.
- You're a outstanding problem-solver with the ability to think creatively to find solutions.
- You thrive in a fast-paced, customer-focused environment and are committed to delivering exceptional service.
- You're proactive, always looking for ways to improve processes and contribute to the success of the team.
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.