Customer Service Representative

Reporting to the Head of Department, you will join a small specialist team of advisors and case handlers, handling complaints and enquiries from customers, Claims Management Companies, and Law firms relating to motor finance commission. You will administer all tasks accurately and within defined timescales to ensure regulatory compliance. You will work closely with our external suppliers supporting with information requests and escalations, to ensure first time resolution on queries where possible. You will support the rollout of process changes where required following regulatory changes. You will build relationships across the department and wider business to deliver the requirements of the department.

What will you do:

• Demonstrate SHIFT behaviours in all you do.
• Respond to all enquiries and complaints in a timely and courteous manner.
• Plan, prioritise, organise to ensure regulatory timelines are met.
• Work closely with case handlers, both internal and external, to ensure consistent approach to responses.
• Good knowledge of the regulatory position regarding Motor Commissions and any guidance on how complaints are to be handled.
• Accurately log and respond to enquiries and complaints within current and future MFS systems.
• Work with Motor Commission Support team to ensure CMC/Law Firm bulk submissions are completed and responded to in a timely manner.
• Work alongside Service Delivery, and Marketing Communication colleagues to ensure responses are accurately sent through Salesforce Marketing Cloud.
• Support external suppliers with training for new starters, and process changes.
• Support external suppliers with additional information requests and escalations to enable them to accurately respond to customers.
• Support Head of CRD with Motor Commission cases which have been referred to Financial Ombudsmen Service (FOS) and any Legal cases.
• Ensure department KPI’s (Key Performance Indicators) and SQC’s (Service Quality Commitments) are met whilst maintaining high standard and service levels.
• Excellent commercial awareness to enable good decision making.
• Good knowledge of our products and services both historical and current.
• Comply with all relevant legislation at all times such as Consumer Credit Act, Money Laundering Act, Data Protection, FCA, FOS and the FLA code of practice.
• Complete all mandatory training promptly, ahead of deadlines.

What will you have:

• Accuracy
• Excellent written and verbal communication skills
• Ability to work autonomously and under pressure
• Computer Literate
• Good standard of numeracy
• Pro-active approach to problem solving and decision making
• Flexible and Resilience
• Prioritisation and Organisational skills
• Interpersonal skills

Who is Mobilize Financial Services?

We are the financial partner of Renault group brands and we also operate for Nissan and non-Allianz brands. We aim to strengthen their profitable growth and reinforce customer satisfaction. We are a unique commercial brand to meet all customers car-related and mobility needs. As a partner who cares for all its customers, we build innovative financial services to create sustainable mobility for all.

How We Support Your Development:

At Mobilize Financial Services we believe in the power of continuous learning and personal growth. As we strive to cultivate a dynamic and innovative work environment, we recognise that investing in the development of our employees is paramount and everyone should have the opportunity and tools to thrive and reach their full potential. As a part of our team, you'll benefit from a variety of ongoing learning opportunities, including workshops, seminars, and online courses. Our mentorship program pairs employees with seasoned professionals who provide guidance tailored to individual career goals. Joining our supportive network means you'll be surrounded by colleagues dedicated to continuous improvement, fostering an environment where collaboration and growth thrive.

Mobilize Financial Services is an equal opportunity employer and is committed to providing a workplace that is inclusive and accessible to all. Should you require any reasonable adjustments to participate in the recruitment process or as part of your role, please let us know. Our aim is to ensure that every candidate and employee has the support they need to thrive and contribute to the best of their ability.