Customer Operations Agent – Collections

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🕒 June 19

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ONMO

WebsiteLinkedInAll Job Openings

11 - 50 employees

💼 Consulting

🛡️ Insurance

🏦 Banking

Consulting • Insurance • Banking

ONMO is the UK’s newest credit card provider, dedicated to improving lives by empowering individuals to make informed financial decisions through enhanced clarity, intelligence, and technology. With ambitious goals, ONMO aims to build a team of talented professionals to support its mission.

📋 Description

• 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. • Maintain thorough and accurate customer service records, of customer interactions, keeping financial records confidential. • Use various database systems and technology to deliver great customer care. • Follow communication procedures, guidelines and policies. • Be on frontline in identifying, raising and supporting any cases of customer dissatisfaction or vulnerability. • Proactive Contact - maintaining contact and good relationships with our customers throughout the collection’s lifecycle. • Information Gathering - 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. • Complete income and expenditure assessments with customers and agree appropriate forbearance.

🎯 Requirements

• 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. • 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.