Customer Financial Support Specialist

3 days ago


Cape Town CBD, South Africa EXL Service Full time

At EXL Service, we're seeking a Customer Financial Support Specialist to join our collection team. In this role, you'll play a crucial part in helping customers navigate their financial journey and empowering them to become better credit consumers.

About the Role

As a Customer Financial Support Specialist, you'll engage with customers via telephone, both inbound and outbound, providing assistance, solving problems, and ensuring satisfaction in every interaction.

  • Handling customer enquiries over the telephone, providing excellent service while ensuring compliance with internal processes and regulatory standards.
  • Applying empathy and emotional intelligence to connect with customers, especially those in difficult or stressful situations, ensuring a positive experience and good outcomes.
  • Negotiating payment and repayment plans, assessing customers' needs and financial circumstances, whilst addressing missed payments or arrears.
  • Signposting customers effectively for external debt advice where necessary, explaining clearly the benefits these firms might be able to provide and how customers might go about contacting them.

We aim to promote digital self-service options and assist customers in overcoming any barriers to adoption.

Our ideal candidate will have excellent communication and problem-solving skills, with the ability to work in a fast-paced environment and adapt to changing priorities.

Estimated Salary: £25,000 - £35,000 per annum, depending on location and experience.



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