Customer Service Representative - Account Recoveries

TSYS ,
Coventry, West Midlands
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Job Description

Every day, the people of TSYS and Netspend improve lives and businesses around the globe through payments. We make it possible for millions of people to move money between buyers and sellers using our payments solutions including credit, debit, prepaid and merchant services. We are "People-Centered Payments", and our team has the unique opportunity to help create a world in which payments make people's lives easier and better. This is both a tremendous honor and an important responsibility for those who accept the challenge. If you are looking to make a valuable difference for people everywhere - and for yourself - we may have the right place for you. TSYS Managed Services EMEA (TMS EMEA) has a range of contact centre roles specialising in Customer Service, Risk Management, Collections, Back Office, and Help Desk related services for Financial Institutions. We are currently recruiting for Customer Service Representatives to join our existing Account Research team on a full time, permanent basis. Your primary objective will be to assist customers with payment options on overdue amounts on their credit cards. You will need to have an empathetic approach to assisting your customers to ensure you get the correct outcome. The role will involve Inbound and/or outbound calls. We are offering a competitive salary plus excellent benefits. Key responsibilities: - Accurately collate, update and maintain internal systems to show a true reflection of conversations and actions - Ensure statutory and regulatory requirements are upheld. - Know your customer and what options are available for them. - Ensure proactive approach and deal with customers on an individual basis, adhering to Financial Conduct Authority/Lending Standards Board guidelines. - Use agreed company methodology and processes to ensure full internal and client audit trail is maintained. - To meet and maintain a quality standard for calls. - Ensure that Key Performance Indicators (KPI's) are achieved in order to meet Service Level Agreements (SLA's) - Participate as required in reviews of operational processes that will support the growth of the business in terms of both revenue and client service delivery. - In conjunction with line managers, build and maintain positive professional relationships with designated representatives of the Client's company. - Maintain current knowledge of financial services/credit cards and the market, taking account of working practices and cultural drivers. Share this information within the team. - Ability to discuss the customers' situation through relevant questioning and fact finding. - Escalate any potential problems and feedback from customers to the management team using appropriate methods. - Display empathy and understanding when speaking and listening to customers - Ensure that all communication is accurate. - Remain aware of operational contingency plans and escalation points at all times. The ideal candidate will have: - Resilience and motivation - Good communication Skills - Good negotiation skills - Industry & technical knowledge - Attention to detail & quality orientation - Customer service focus - Energy and achievement - Empathy - Previous experience of working in a customer service role Working Hours: Roles are available on a full time basis working shifts on a rota basis between the hours of 8am and 9pm Monday to Sunday. Benefits: As well as a competitive salary, ongoing training and a fast paced, fun working environment this role comes with the following benefits - - 29 days holiday, including bank holidays (With the option to buy/sell an additional 5 days) - Free on-site parking - Peoples Pension scheme - Childcare voucher scheme - On-site canteen - Eye Care Vouchers - MediCash Plan (On completion of 6 month service) If you are passionate about putting customers first, are motivational, inspirational, and results driven with a passion to succeed then click APPLY now ! Please note, all successful applicants will be subject to a financial background and criminal record (DBS) check as part of our recruitment process. TSYS Managed Services is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. Not Ready to Apply? Join Our Talent Community!! US Applicants: TSYS is an equal opportunity employer (EOE) committed to employing a diverse workforce and sustaining an inclusive culture. For more information about your rights, click here. Qualified individuals with disabilities may be entitled to reasonable accommodations to assist in their pursuit of employment with TSYS. This includes assistance in completing the job application (online or otherwise) and reasonable accommodations during the hiring process. For assistance with reasonable accommodations needed to apply for a job, please contact the TSYS Pay and

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