An established company is seeking a Customer Service Analyst to manage essential back-office customer activities. This role is dedicated to upholding high service standards and adhering to Service Level Agreements (SLAs) to deliver exceptional service.
Key Responsibilities:
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Process customer service payments, ensuring compliance with Key Performance Indicators (KPIs) and SLAs.
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Control and reconcile unallocated payments, ensuring timely allocation to customer accounts, including cash postings and refunds.
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Deliver excellent customer service by effectively resolving payment queries.
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Manage daily customer payment activities and allocations using the customer management system.
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Identify and implement process improvements to enhance departmental efficiency.
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Collaborate with internal departments and the finance team to resolve payment issues.
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Handle daily, weekly, and monthly tasks to ensure efficient service delivery, with a focus on month-end posting requirements.
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Maintain Experian records.
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Stay informed about current operational and compliance policies, attending training sessions as required.
Operating Hours:
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35 hours per week, typically 5 days per week and 1 in 4 Saturdays.
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Business hours: Monday to Friday: 8am – 8pm, Saturday & Sunday: 9am – 6pm.
Required Knowledge and Experience:
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Relevant business experience within the financial sector.
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High accuracy and attention to detail.
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Effective time management, planning, and organisational skills.
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Problem-solving abilities and decision-making independence.
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Data entry and payment processing experience.
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Strong written and verbal communication skills.
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Advanced knowledge of Microsoft Office Suite (Word, Excel, Outlook).
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Minimum of 2 years’ experience as a Customer Services Administrator or similar role.
Values and Behaviours:
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Positive mindset with a focus on continuous improvement.
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Open and transparent communication style.
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Flexibility and adaptability