Customer Relations Advisor
- Recruiter
- TSYS Managed Services
- Location
- Milton Keynes
- Salary
- £17,056, increasing to £18,000 after 12 months.
- Posted
- 05 Jul 2017
- Closes
- 02 Aug 2017
- Sectors
- Accountancy, Banking & Financial Services
- Contract Type
- Permanent
- Hours
- Full Time
Exciting opportunity not to be missed! TSYS Managed Services has a unique opportunity available for a Customer Relations Advisor to join the team in Milton Keynes. The role is a full time, permanent position offering a competitive salary plus excellent benefits.
TSYS Managed Services EMEA (TMS EMEA) has a range of contact centre roles specialising in Customer Service, Risk Management, Collections, Back Office, and Help Desk related services for Financial Institutions.
Customer Collections Team Member’s primary objective is to recover as much debt as possible by communicating with customers who are in arrears with their repayments and for arranging for the repayment of the arrears or debt using an automated dialler telephone system within specified targets.
Customer Collections Team Members will work under supervision delivering output according to pre-defined operational and business targets. Delivering superior performance and a first class experience for our specialist clients, for their customers and for our team members. They may be required to provide professional services in a standalone role.
The Customer Relations Advisor role will involve Inbound and/or outbound calls.
What are the responsibilities of the Customer Relations Advisor?
- Collection of arrears on credit cards
- Contact customers to initiate arrangements to pay outstanding debt/arrears.
- Knowledge of rehabilitation and collections tools within criteria levels of authority.
- Accurately collate, update and maintain internal collections systems and customer databases
- Ensure statutory and regulatory requirements are upheld and customer notes updated.
- Identify and refer fraud to the Fraud team where appropriate.
- Identify and refer disputes to the Disputes team where appropriate.
Quality and Regulatory guidelines
- Maintain a proactive approach to maximise collections whilst adhering to FCA/QA guidelines
- Deal with all complaints in accordance with the Internal Complaints Procedure (ICP). Log any resolved complaints or escalate any unresolved complaints as per the ICP.
- Understand and maintain regulatory guidelines ensuring adherence at all times.
- Use agreed company methodology and processes to ensure full internal and client audit trail is maintained.
Service Delivery
- To meet and maintain a quality standard for calls and for data integrity.
- Ensure that Key Performance Indicators (KPI’s) are achieved in order to meet Service Level Agreements (SLA’s)
- Participate as required in reviews of operational processes that will support the growth of the business in terms of both revenue and client service delivery.
- Resolution of non-technical queries
- Participate in round table discussions
We offer our Customer Relations Advisor a fantastic benefits package!
As well as a competitive salary, on-going training and a fast paced, fun working environment this role comes with the following benefits –
- 29 days holiday, including bank holidays (With the option to buy/sell an additional 5 days)
- Free on-site parking
- Peoples Pension scheme
- Childcare voucher scheme
- On-site canteen
- Eye Care Vouchers
- MediCash Plan (On completion of 6 month service)
If you are passionate about putting customers first, are motivational, inspirational, and results driven with a passion to succeed then click ‘apply’ now to become our Customer Relations Advisor.
Please note, all successful applicants will be subject to a financial background and criminal record (DBS) check as part of our recruitment process.
TSYS Managed Services is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.