Customer Support Agent (UK Lending Company)
Customer Support Agent (UK Lending Company)
Posted on :
18-06-2025
Employer Active
1 Vacancy
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Jobs by Experience
1Year
Monthly Salary
23000 - 25000
Vacancy
1 Vacancy
Posted on :
18-06-2025
Job Description
Setup and Location: Onsite/Hybrid/WFH
Work Schedule: 9:00 AM-6:00 PM (UK) 4:00 PM-1:00 AM (PH Time)
Employment Type: Full-time
Ready to do work that actually excites you
As a key member of our Recoveries Team you will engage with customers whose accounts are due or have fallen into arrears. Your role involves managing both inbound and outbound communications primarily via phone and email to support customers in finding sustainable repayment solutions. A strong understanding of FCA guidelines particularly around the fair treatment of vulnerable customers is essential. You ll be expected to demonstrate empathy confidence and professionalism in every interaction ensuring that customer outcomes are both compliant and compassionate.
What You ll Do
- Handle inbound calls and emails from customers across all stages of the Recoveries process with accuracy empathy and professionalism.
- Conduct outbound calls to follow up on due and overdue accounts offering tailored support and affordable repayment options.
- Identify signs of customer vulnerability and apply FCA-compliant practices to ensure fair and appropriate treatment.
- Accurately record all customer interactions and outcomes in the system.
- Negotiate and establish realistic and affordable payment plans that help customers regain financial stability.
- Work to reduce delinquency and default rates across assigned accounts.
- Build and maintain positive relationships with customers and internal teams.
- Ensure all actions and outcomes align with FCA regulations and support both customer well-being and business objectives.
- Meet departmental KPIs and SLAs including quality assurance standards.
- Collaborate effectively within the team and contribute to a supportive high-performing environment.
- Provide regular feedback to line managers to improve customer experience and operational efficiency.
What You Bring
We re looking for someone who:
- Strong knowledge of FCA regulations especially regarding vulnerable customer treatment.
- Excellent verbal and written communication skills.
- Confident empathetic and customer-focused approach.
- Ability to handle sensitive conversations with care and professionalism.
- Experience in financial services or customer support is preferred.
- Comfortable working in a fast-paced target-driven environment.
Why You ll Love Working Here
- HMO Dental and Life Insurance for you and one free dependent from day one (with the option to enroll additional dependents)
- Paid Leaves: Birthday Vacation Medical and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversary)
- Employee Engagement Activities: Year-End Party Family Day Team Building and more!
Let s Talk
If you re thinking this sounds like me it probably is. Click apply. We can t wait to meet you.
Requirements/Skills Needed: A Bachelor s degree in Accounting, Finance, or a related field is required. Experience in accounts administration, procurement, or a similar role. Proficiency in Xero for invoicing, reconciliation, and financial reporting. Familiarity with Zoho Projects CRM for project-linked financial tracking and collaboration. Knowledge in managing payroll systems and payroll compliance standards. Strong analytical skills to ensure accuracy in financial models and inventory tracking. Excellent organizational skills to manage multiple priorities and meet deadlines. Attention to detail and communication skills for coordinating with suppliers and internal teams. Airtable experience is an advantage. Additional Job Details: Set-up and Location: Ortigas, Alabang, Pampanga and Cebu (Any Site) Work Schedule: 9:00 AM to 06:00 PM AEST (06:00 AM - 03:00 PM PH Time) Employment Type: Full-time All interviews and other hiring requirements are done virtually or through video calls or emails. Benefits Join Us and Enjoy! HMO, Dental, and Life Insurance for you and one free dependent from day one (with the option to enroll additional dependents) Paid Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversary) Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more! Why Join Staff Domain? At Staff Domain, we are not just another staffing company we are rapidly growing and transforming the way businesses leverage global talent. We offer a vibrant and collaborative work culture that thrives on innovation, excellence, and continuous learning. With offices in the Philippines, South Africa, India, and beyond, we are a truly global company that embraces diversity and encourages the sharing of ideas. We take pride in our dynamic and supportive work environment, where you ll have access to cutting-edge technology and tools to help you excel in your role. As a member of our team, you ll be part of a high growth organization that invests in its people and offers exceptional opportunities for career advancement. Staff Domain is the perfect place for driven, ambitious individuals who are eager to make an impact in a rapidly expanding industry. Join us as we shape the future of global staffing solutions!
Employment Type
Full Time
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