InDebted is changing the world of consumer debt recovery for good by creating a better way for businesses to support their customers to get back on track. Backed by AirTree Ventures.
About the role
As a Senior Customer Experience Specialist, you'll support customers on their journey to repay their account, resolving past due balances through clear and empathetic communication. You'll carry your own caseload and help build the team by coaching newer specialists as we grow. You'll report to the Director of Compliance and Operations and work closely with operations, compliance, product and analytics to escalate cases, suggest improvements and make sure regional regulatory requirements are met. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- Talk with customers by email, SMS, live chat and phone, keeping every conversation professional and empathetic
- Understand each customer's situation and guide them towards a fair resolution
- Help customers agree repayment plans they can keep to, in line with regulatory and company requirements
- Explain options and outcomes clearly, so customers know exactly where they stand
- Coach and support newer specialists while managing your own caseload
- Escalate cases to colleagues in operations, compliance, product and analytics when needed
More about this role
As a Senior Customer Experience Specialist, you'll support customers on their journey to repay their account, resolving past due balances through clear and empathetic communication. You'll carry your own caseload and help build the team by coaching newer specialists as we grow. You'll report to the Director of Compliance and Operations and work closely with operations, compliance, product and analytics to escalate cases, suggest improvements and make sure regional regulatory requirements are met.
Work rights. Full working rights in the UK required; we're not able to sponsor a visa for this role.
Work set-up. Remote (UK-based). Team meetings will generally be in London.
- Talk with customers by email, SMS, live chat and phone, keeping every conversation professional and empathetic.
- Understand each customer's situation and guide them towards a fair resolution.
- Help customers agree repayment plans they can keep to, in line with regulatory and company requirements.
- Explain options and outcomes clearly, so customers know exactly where they stand.
- Coach and support newer specialists while managing your own caseload.
- Escalate cases to colleagues in operations, compliance,...
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