Customer Service Representative at Wawanesa Insurance delivering exceptional service in a high - paced contact center. Resolving inquiries and supporting policy updates while ensuring compliance with company standards.
About the role
- Customer Experience Specialist at InDebted delivering unmatched customer experience for overdue accounts. Assisting customers on their path to financial fitness and meeting key performance metrics.
Responsibilities
- Deliver an unmatched experience to customers who are taking a first step on their path to financial fitness by resolving past due accounts.
- Leverage exceptional written communication skills to negotiate and interact effectively with customers via email, SMS and live chat, ensuring a seamless and empathetic customer experience.
- Handle inbound customer communications through live chat, email, text message and phone calls, focusing on assisting customers resolve their account.
- Assess and understand customers’ situations to negotiate effectively and guide them toward favorable resolutions.
- Apply collections experience to assist customers in creating and committing to repayment plans that suit their circumstances while aligning with regulatory and company objectives.
- Adhere to InDebted’s core values and foster trust with customers through transparent and supportive communication.
- Ensure compliance with all relevant laws, regulations, policies, and procedures.
- Assist customers on their journey to becoming debt-free by using insights from customer interactions to propose tailored solutions.
- Participate in ongoing training to enhance skills and stay updated on industry practices.
- Consistently achieve and exceed key performance metrics:
Requirements
- Experience in a multi-communication contact centre
- Strong self-motivation and resourcefulness, with excellent problem-solving and critical-thinking skills.
- Proven ability to manage multiple customer interactions simultaneously across digital channels.
- High proficiency with web-based tools and systems for customer interaction and documentation.
- Reliability and adaptability to meet dynamic business needs.
- Nice to Have
- Experience working in debt collection or other financial services company
- Experience working in an FCA regulated form
Benefits
- Our benefits packages vary depending on region and role requirements. Our talent acquisition team will be able to share more during the recruitment process.
- InDebted is an Equal Opportunity Employer.
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