Manage a team providing financial and regulatory reporting for investment companies. Ensuring compliance and proper client servicing while assessing risks and directing issue resolution.
About the role
- Customer Operations Executive supporting broker and dealer partners in car finance deals. Collaborating with cross-functional teams to resolve complex issues and improving processes through automation.
Responsibilities
- Supporting our broker and dealer partners to get Hire Purchase deals completed - think chasing invoices, discussing loan limits/deposits, setting clear expectations to move deals forward
- Assessing applicant affordability and suitability using our Underwriting Guidelines, Credit Risk models and interpreting both agency credit report data and Open Banking reports
- Making decisions (with guidance initially) on who we should lend to
- Identifying areas where processes can be improved via automation and AI, and working closely with our engineering team to implement ideas
- Working with the Car Finance Ops Team Lead, GM and Head of Risk to set and track performance KPI’s, constantly challenging what ‘great’ looks like
- Actively collaborating with cross-functional teams including Engineering, Product Design and Risk, as well as wider parts of the business (Complaints, Collections) to resolve complex issues
- Providing real-time customer support via email, phone WhatsApp etc, ensuring effective and efficient communication - everything from welcome calls to our new customers through to setting up payment plans with customers who have missed payments
- Abandoned Basket (ABBA) conversion - turning ‘stuck’ deals into completed deals using your initiative and determination
- Adapting your ways of working quickly - processes and software change rapidly in car finance - no two days will be the same!
Requirements
- Previous experience in a customer-facing role, particularly in online customer support, Collections, Underwriting or Complaints.
- Excellent written and verbal English communication skills.
- Ability to work 3-4 weekend days per month (with a day off in lieu), and occasional bank holidays (with a lieu day) as part of a rota.
- Minimum of 3 days in office per week - we all work better together!
Benefits
- Flexi-office working – Hybrid working to align to what suits you best. Plus you have 4 weeks of Work From Anywhere to use, with no need to come to the office.
- Competitive bonus scheme - designed to reward and recognise high performance 🌟
- 4-week fully paid sabbatical after being with us for 4 years 🌍
- Learning and development – Personal budgets for books and training courses to help you grow in your role. Plus 2 days a year - on us! - to further your skillset 🤓
- Mental wellbeing support – Access therapy and mental health sessions through Oliva 💚
- SZÉP card - Budget to spend on meals, leisure and accommodation 🏝
- Medicover Blue Package - An exclusive pass to top-notch healthcare services 🩺
- All You Can Move membership OR Monthly BKK pass - Unleashing your inner fitness guru or having a hassle-free commute - we've got you covered! 🤝
Job title
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