Description:
Provide direct support to UK customers handling inbound/outbound calls and emails, ensuring FCA-compliant outcomes, accurate case documentation, and timely resolution. You will contribute to team KPIs, escalate complex cases, and support continuous improvement initiatives.
Responsibilities
-
Handle inbound and outbound calls and email correspondence with UK customers professionally and compliantly
-
Validate customer information and supporting evidence to ensure accurate case handling
-
Maintain accurate , detailed records in Salesforce CRM for all interactions
-
Escalate complex, high-risk, or unresolved cases to Senior Agents or Team Leaders
-
Resolve customer queries and complaints within delegated authority, exercising judgment where appropriate
-
Adhere to FCA rules, Treating Customers Fairly (TCF) principles, and internal policies always
-
Participate in Quality Assurance (QA) evaluations, implement feedback, and continuously improve performance
-
Meeting service metrics: call handling times, first contact resolution, email response times, and case closure volumes
-
Support team initiatives, process updates, and new campaigns by adapting to procedural changes quickly
-
Contribute to MI reporting by ensuring data is complete and accurate in Salesforce CRM
-
Identify trends, common issues, or potential compliance risks, and report them to Team Leaders
-
Assist with training refreshers or knowledge sharing sessions for peers
-
Ensure confidentiality and data protection in line with UK regulations
Requirements:
Provide direct support to UK customers handling inbound/outbound calls and emails, ensuring FCA-compliant outcomes, accurate case documentation, and timely resolution. You will contribute to team KPIs, escalate complex cases, and support continuous improvement initiatives.
Responsibilities
-
Handle inbound and outbound calls and email correspondence with UK customers professionally and compliantly
-
Validate customer information and supporting evidence to ensure accurate case handling
-
Maintain accurate , detailed records in Salesforce CRM for all interactions
-
Escalate complex, high-risk, or unresolved cases to Senior Agents or Team Leaders
-
Resolve customer queries and complaints within delegated authority, exercising judgment where appropriate
-
Adhere to FCA rules, Treating Customers Fairly (TCF) principles, and internal policies always
-
Participate in Quality Assurance (QA) evaluations, implement feedback, and continuously improve performance
-
Meeting service metrics: call handling times, first contact resolution, email response times, and case closure volumes
-
Support team initiatives, process updates, and new campaigns by adapting to procedural changes quickly
-
Contribute to MI reporting by ensuring data is complete and accurate in Salesforce CRM
-
Identify trends, common issues, or potential compliance risks, and report them to Team Leaders
-
Assist with training refreshers or knowledge sharing sessions for peers
-
Ensure confidentiality and data protection in line with UK regulations
-
Handle inbound and outbound calls and email correspondence with UK customers professionally and compliantly
-
Validate customer information and supporting evidence to ensure accurate case handling
-
Maintain accurate , detailed records in Salesforce CRM for all interactions
-
Escalate complex, high-risk, or unresolved cases to Senior Agents or Team Leaders
-
Resolve customer queries and complaints within delegated authority, exercising judgment where appropriate
-
Adhere to FCA rules, Treating Customers Fairly (TCF) principles, and internal policies always
-
Participate in Quality Assurance (QA) evaluations, implement feedback, and continuously improve performance
-
Meeting service metrics: call handling times, first contact resolution, email response times, and case closure volumes
-
Support team initiatives, process updates, and new campaigns by adapting to procedural changes quickly
-
Contribute to MI reporting by ensuring data is complete and accurate in Salesforce CRM
-
Identify trends, common issues, or potential compliance risks, and report them to Team Leaders
-
Assist with training refreshers or knowledge sharing sessions for peers
-
Ensure confidentiality and data protection in line with UK regulations
Minimum Qualifications / Skills
-
Matric Certificate with English D result or better
-
Experience in customer service, collections, or financial services 2+ Years
-
Knowledge of financial services operations and regulatory environment
-
B2 -level English proficiency (spoken and written)
-
Strong written communication skills for email correspondence
-
Comfortable working UK operating hours
Preferred Qualifications / Skills
-
Hands-on experience with Salesforce CRM, Genesys, MS Office/Excel
-
Experience in Auto Finance, Redress, Banking Operations, or Collections
-
Understanding of FCA rules and TCF principles
-
Ability to work independently while escalating appropriately
-
Strong interpersonal, problem-solving, and time management skills
-
Matric Certificate with English D result or better
-
Experience in customer service, collections, or financial services 2+ Years
-
Knowledge of financial services operations and regulatory environment
-
B2 -level English proficiency (spoken and written)
-
Strong written communication skills for email correspondence
-
Comfortable working UK operating hours
-
Hands-on experience with Salesforce CRM, Genesys, MS Office/Excel
-
Experience in Auto Finance, Redress, Banking Operations, or Collections
-
Understanding of FCA rules and TCF principles
-
Ability to work independently while escalating appropriately
-
Strong interpersonal, problem-solving, and time management skills
Minimum Qualifications / Skills
-
Matric Certificate with English D result or better
-
Experience in customer service, collections, or financial services 2+ Years
-
Knowledge of financial services operations and regulatory environment
-
B2 -level English proficiency (spoken and written)
-
Strong written communication skills for email correspondence
-
Comfortable working UK operating hours
Preferred Qualifications / Skills
-
Hands-on experience with Salesforce CRM, Genesys, MS Office/Excel
-
Experience in Auto Finance, Redress, Banking Operations, or Collections
-
Understanding of FCA rules and TCF principles
-
Ability to work independently while escalating appropriately
-
Strong interpersonal, problem-solving, and time management skills