Reservations & Customer Experience Coordinator
RAG - RecruitAGraduate
Job Level
Junior
About the role
- Handle incoming phone calls and emails from existing and potential business customers on queries
- Ensuring adherence to the DPA requirements within the CS environment
- Complaint handling and offering appropriate solutions
- Processing customer payments and transactional data (recent and historical)
- Processing replacement card requests and submitting Lost and Stolen requests, including immediate blocking of accounts
- Updating customer records and ensuring accounts are updated accurately
- Processing cash advance requests and activating accounts following activation scripting
- Closing customer accounts on request
- Providing interest calculation advice and advice for accounts in collections, adding promises to pay where necessary
- Processing credit balance refunds and setting up Direct Debits
- Raising disputes to the fraud department per agreed processes
- Providing technical support for online enquiries including account resets
- Submitting account blocks and pin requests as required
- Processing inbound applications and accurate data entry into Transact systems
- Issuing appropriate letters to customers and supporting location of missing payments
- Ensuring reasonable adjustment requests are processed and recorded
- Processing additional cardholder and authorized user requests and adhering to compliance scripting
- Processing written customer correspondence adhering to compliance and DPA requirements
- Using Econsumer to amend date of birth mismatches following procedural guidance
- Batch and record volumes of customer correspondence, support archiving, and process credit limit reductions and rejections
- Opportunity to be a buddy to new starters and champion new initiatives; support other business areas as required
Requirements
- Matric/ Equivalent
- Minimum of 6 months -12 months call Centre/ telephone sales experience
- Maintain campaign performance, quality, regulatory and compliance standards
- Experience in a FCA regulated environment – Advantageous
- Experience in banking/Insurance Financial industries- Advantageous
