Description:
As a Credit Services Agent for the UK market within Global Operations, you must work in a ring-fenced team providing excellent customer service to our internal and external customers. These responsibilities include responding to customers’ credit inquiries primarily by telephone and with some messaging. The role requires a high level of integrity, flexibility, adaptability and variety. You will be responsible for dealing with customer requests to decrease their credit limits, waiving fees and interest, taking and allocating payments over the telephone, walking a customer through their credit statements and helping customers who may be experiencing financial difficulties, but are not in Collections. You will also deal with PayPal general customer service inquiries to avoid transfers and to improve the customer experience. A Credit Services Agent for the UK market must be customer-focused, organized, efficient, driven, and adaptable, have excellent communication skills, exhibit analytical skills, adapt well to change, and thrive in a collaborative team environment.
Job Description:
This is a remote position within Ireland.
Your Day to Day
- Responsible for working and responding professionally to customer inquiries via multiple communication channels primarily inbound telephone calls with some messaging included.
- Making outbound calls to customers to help resolve issues in the most efficient and customer-friendly manner
- Effectively identify problems and issues by performing relevant research using the appropriate tools
- Effectively work and respond to processes within the regulated requirements and timelines, keeping in mind the financial and reputational risks
- Providing feedback to management regarding necessary changes and updates; including policies, upgrades, and customer care issues
- Deciding on the outcome of complex issues keeping in mind that decisions may impact customer retention, PayPal loss or savings, as well as result in legal action or reputational damage
What You Need To Bring
- Experience in one or more of the following areas: Customer Service, Call Centre, Credit Services, Lending, Transaction Processing, Account Processing or Debit Services
- Experience in a financially regulated environment is desirable
- Ability to communicate effectively via telephone by utilizing soft skills, active listening and speaking to customers
- Ability to communicate effectively via messaging by utilizing proper grammar and punctuation skills
- Ability to handle multiple complex and high-priority tasks simultaneously
- Ability to make discretionary decisions based on research and within the regulations
- Well-developed sense of urgency and follow-through
- Proficiency in the use of computer systems with the ability to learn and adapt to new software technologies
Competencies
- Strong customer focus, putting the customer at the heart of what we do
- Ability to manage your time effectively
- Experience working with targets with a strong drive for results
- Excellent listening skills
- Composure
- Problem-solving skills
- Integrity and trust
- Ability to demonstrate ethics and values
- Action-oriented