An established company is seeking a Customer Service Analyst to manage essential back-office customer operations. This role focuses on maintaining high service quality and ensuring compliance with Service Level Agreements (SLAs) to deliver excellent service.
Key Responsibilities:
-
Payment Processing: Handle customer service payments while meeting Key Performance Indicators (KPIs) and SLAs.
-
Unallocated Payments: Control and reconcile unallocated payments, ensuring timely allocation to customer accounts, including cash postings and refunds.
-
Customer Service: Resolve payment-related queries to provide excellent customer service.
-
Daily Management: Oversee daily customer payment activities and allocations using the customer management system.
-
Process Improvement: Identify and implement improvements to enhance departmental efficiency.
-
Collaboration: Work closely with internal departments and the finance team to resolve payment issues.
-
Task Management: Manage daily, weekly, and monthly tasks to ensure efficient service delivery, with a focus on month-end postings.
-
Record Maintenance: Maintain Experian records related to vehicle keeper changes, ensuring protection against unauthorised sales.
-
Compliance: Stay updated on operational and compliance policies, attending training as needed. Adhere to FCA regulations concerning vehicle finance cancellations and unwind processes.
Operating Hours:
-
Schedule: 35 hours per week, typically Monday to Friday with one Saturday in four.
-
Business Hours: Monday to Friday: 8 am – 8 pm; Saturday & Sunday: 9 am – 6 pm.
Required Knowledge and Experience:
Values and Behaviours:
-
Positive Attitude: A focus on continuous improvement.
-
Communication: Open and transparent communication style.
-
Flexibility: Ability to adapt to changing situations