Job Title: Customer
Support Specialist Colleague
Location: Solihull – Hybrid working
Hours: Permanent
A bit about us:
At BNP Paribas Personal Finance, we’re part of a global bank and are proud to be a Top Employer UK, providing a great place to work in an open and inclusive environment.
The Role:
As the Customer Support Specialist Colleague – you will Communicate
& Support our customers who are showing signs of fragility, vulnerability
or are suffering from mental health issues, which impact their ability to
manage their personal finances, as a result of their personal circumstances.
Key Responsibilities:
·
Successfully complete
Vulnerability Training Course & utilise these skills in your communications
with our customers.
·
Listen to customers to understand
their current situation and utilise this information to ask open & relevant
questions to understand how the customer’s situation impacts them & their
ability to manage their account.
·
Liaise with 3rd
parties, such as a medical professionals or charities who are caring or
assisting the customer to establish the appropriate action required.
·
To actively identify underlying
reasons for non-payment and signpost appropriately.
·
Communicate confidently,
assertively and display empathy with the customer’s situation(s).
·
Complete non telephony work
following agreed process flows where appropriate to remain within agreed
Service Level Agreements.
·
Manage, organise, and update
relevant data using various computer systems accurately and succinctly.
·
Ability to meet and exceed performance
standards, contribute fully to team performance.
·
Show flexibility in your duties
when required.
·
This role will not attract a
monthly bonus, but the package will reflect the skills required in this role
once competency has been achieved in line with the Training & Competency
Framework.
Skills & Attributes:
·
Customer Support
experience – Vulnerable customers / Collections
·
Excellent
communication skills.
·
Strong interpersonal
skills.
·
Punctual &
excellent literate skills.
·
Stakeholder management
& communication.
·
Financial Services
Experience (Desirable)
·
Experience of digital
transformation (Desirable)
·
Great people /
Customer skills.
·
Great written skills /
Email management.
Could this be you?
BNP Paribas Personal Finance believe it’s a
positive attitude and passion to make things happen that matters most.
Equal Opportunities Disclaimer
BNP Paribas Personal Finance promotes equality of
opportunity and is committed to ensure that no individual is discriminated
against on the grounds of age, disability, gender reassignment, marriage or
civil partnership status, pregnancy and maternity, race, religion or belief,
sex, or sexual orientation.
