Description:
As a Customer Account Agent, you will be reporting to the Customer Operations Associate Lead. The Customer Account Agent is responsible for undertaking complex customer conversations across multiple channels. The role will support customers by specialising in a specific product area of VBG, having finely tuned skills to best support our customers in their journey with us.
The role holder will understand all aspects of the customer journey and be able to use their own expert knowledge and judgment in applying the right approach when needed to deliver great customer outcomes in line with the business objectives and regulatory guidance.
In your day-to-day role, as a Customer Account Agent you will:
- Engage with our diverse customer base using your product specific & journey moment knowledge.
- Take ownership in providing our customers with a great experience, exploring, and understanding their circumstances in detail.
- Guide & Support our customers, particularly when they find themselves in financial difficulty.
- Make fair decisions that lie outside of current processes to achieve the right outcome for each customer.
- Have a deep understanding of some customer touchpoints including policy, processes and set SLA’s.
- Deliver great customer service and outcomes using VBG products & services to help customers requiring forbearance, additional vulnerable support, and remediation.
- To improve customer experience, by removing friction points and applying own expert judgement when things go wrong.
What will make you stand out?
- Experienced in using different communication methods including both written and verbal with a wide range of customers including those considered as vulnerable.
- Experienced in analysing data and interpreting facts and figures to make informed decisions.
- Experienced in managing and maintaining professional working relationships, both internally and externally.
- Be an excellent communicator via all methods of phone, email and SMS.
- Support other department goals and KPIs by ensuring you maximise your customer interactions e.g. looking to resolve complaints at point of contact, or reducing the need for future contact.