Customer Operations Agent (Collections)

Onmo believes that everyone has the right to access, understand and manage their money with confidence. Our ambition is to improve lives by providing better clarity, intelligence and technology to empower every individual in making the smartest financial decisions. We design our products to help demystify money matters wherever possible, providing customers with more financial control and flexibility in their lives.

RESPONSIBILITIES

• Providing the best customer support by engaging with our customers through our Live Chat, Telephone and Email channels.
• Answering customer questions and queries about Onmo’s products and services, understanding our customer’s needs and providing solutions to help them with their financial ambitions.
• Providing customers with assistance in managing their account and conducting account maintenance tasks.
• Handling account queries about account balances, payments and any other concerns.
• Maintaining thorough and accurate customer service records, of customer interactions, keeping financial records confidential.
• Using various database systems and technology to deliver great customer care.
• Following communication procedures, guidelines and policies.
• Identifying, raising and supporting any cases of customer dissatisfaction or vulnerability.
• Maintaining contact and good relationships with our customers throughout the collection’s lifecycle.
• Gaining a great understanding of our customer’s circumstances through various questioning techniques.
• Making and receiving telephone calls, to work with our customers whilst consistently seeing their point of view and finding the best solution for everyone, to recover outstanding debts.
• Negotiating, implementing, and monitoring feasible repayment solutions that consider the customers' circumstances while balancing the business's best interests.
• Completing income and expenditure assessments with customers and agreeing appropriate forbearance support.

FCA Compliance & Consumer Duty:

• Proactively identify areas where policies or procedures may create foreseeable harm and suggest improvements.
• Participate in regular Consumer Duty training and maintain up-to-date understanding of regulatory expectations.
• Following the FCA Conduct Rules:
• You must act with integrity.
• You must act with due skill, care and diligence.
• You must be open and cooperative with the FCA, PRA and other regulators.
• You must pay due regard to the interests of customers and treat them fairly.
• You must observe proper standards of market conduct.

EXPERIENCE

• Passionate in delivering great customer service with strong phone contact handling skills and active listening.
• Ability to listen, understand and articulate challenging conversations verbally and in writing.
• Friendly, polite, patient and understanding.
• Strong negotiation skills, with the ability to sensitively and courageously find the best solutions for customers experiencing financial difficulties.
• High attention to detail, with the ability to accurately document information.
• Ability to handle sensitive financial information with discretion and confidentiality.
• Capable of managing challenging conversations with customers.
• Ability to multitask and manage time effectively, working in a fast-paced environment where there is constant change and growth.
• Adaptable in your communication and approach to meet different customer needs.
• Maintain a high quality of service when supporting a high volume of customers through a variety of contact channels.
• Experience in the use of CRM systems and able to learn and adapt to multiple agent tools.
• Self-motivated, can be relied upon to follow up on questions and outstanding actions for customers.