Job Description

Provide direct support to UK customers handling inbound/outbound calls and emails, ensuring FCA-compliant outcomes, accurate case documentation, and timely resolution. You will contribute to team KPIs, escalate complex cases, and support continuous improvement initiatives.
Responsibilities
Handle inbound and outbound calls and email correspondence with UK customers professionally and compliantly
Validate customer information and supporting evidence to ensure accurate case handling
Maintain accurate, detailed records in Salesforce CRM for all interactions
Escalate complex, high-risk, or unresolved cases to Senior Agents or Team Leaders
Resolve customer queries and complaints within delegated authority, exercising judgment where appropriate
Adhere to FCA rules, Treating Customers Fairly (TCF) principles, and internal policies always
Participate in Quality Assurance (QA) evaluations, implement feedback, and continuously improve performance
Meeting service metrics: call handling times, first contact resolution, email response times, and case closure volumes
Support team initiatives, process updates, and new campaigns by adapting to procedural changes quickly
Contribute to MI reporting by ensuring data is complete and accurate in Salesforce CRM
Identify trends, common issues, or potential compliance risks, and report them to Team Leaders
Assist with training refreshers or knowledge sharing sessions for peers
Ensure confidentiality and data protection in line with UK regulations
Minimum Qualifications / Skills
Matric Certificate with English D result or better
Experience in customer service, collections, or financial services 2+ Years
Knowledge of financial services operations and regulatory environment
B2-level English proficiency (spoken and written)
Strong written communication skills for email correspondence
Comfortable working UK operating hours
Preferred Qualifications / Skills
Hands-on experience with Salesforce CRM, Genesys, MS Office/Excel
Experience in Auto Finance, Redress, Banking Operations, or Collections
Understanding of FCA rules and TCF principles
Ability to work independently while escalating appropriately
Strong interpersonal, problem-solving, and time management skills

Skills Required