Finance Customer Service Representative

Acorn Insurance Ltd; Liverpool; Hybrid; GBP 27,000 - 29,000; Full time

Benefits offered by this job

35 days holiday

Mental health support

Career growth opportunities

Flexible benefits

Hybrid working

Recognition awards

Job summary

Acorn Insurance Ltd. is seeking a Finance Customer Service Representative in Liverpool with hybrid work options. The role handles direct debit payments via phone, email and webchat, ensuring accurate data handling and compliant processes.

You will manage inquiries, payments, and plan setups in a fast-paced environment. The position requires excellent communication, empathy, and attention to detail, with responsibilities spanning payment processing, data updates, and fault resolution.

Qualifications

• Must have a positive, can-do attitude.
• Excellent communication and listening skills required.
• Empathy and patience when dealing with customers.
• High attention to detail is essential.
• Strong problem-solving abilities for customer queries.
• Ability to multitask in a fast-paced environment.
• Excellent customer service with professional telephone manner.
• Ability to adapt quickly and manage time effectively.

Responsibilities

• Take payments from customers who missed direct debit payments.
• Handle general customer queries about monthly direct debit payments.
• Update customer details including payment dates and bank details.
• Set up payment plans and provide forbearance options as needed.
• Offer solutions for customers in financial difficulty.
• Send out documentation to customers.
• Update customer records accurately in the system.
• Log and resolve complaints; escalate when needed.
• Refer customers to other departments when appropriate.
• Adhere to FCA compliance procedures at all times.

Skills

Positive attitude

Excellent communication

Empathy and patience

Attention to detail

Problem solving

Multi-tasking

Customer service

Active listening

Job description

Job Title: Finance Customer Service Representative

Location: Liverpool / Hybrid

Salary: 26,938 - 28,609 + up to 2000 Performance related bonus

Job Type: Permanent, Full Time

Working Hours: 37.5 hours a week between 09:00am and 17:30pm Monday to Friday. 1 in 3 Saturdays between the hours of 9.00am and 17.30pm

About the Role

As a finance customer service representative, you will be dealing with a high volume of customer enquiries about their direct debit payments by telephone, email and webchat. This role requires great communication skills.

What you will be doing

• Taking payments from customers who have missed their direct debit payment.


• Dealing with general customer queries about their monthly direct debit payments


• Amending and updating customers details, including changing their direct debit payment dates and bank account details


• Setting up Payment Plans and providing support for customers who may require forbearance options.


• Offering solutions for customers who are in financial difficulty.


• Sending out documentation to customers


• Amending and updating customer details on the relevant software systems, paying particular attention to detail and ensuring that the customers file is updated accurately.


• Logging, handling and resolving complaints.


• Referrals to other departments where applicable


• Adherence to FCA compliance procedures at all times

What we are looking for

• A Positive "can do" attitude.


• Excellent communication and listening skills.


• The ability to demonstrate empathy and patience when dealing with all customers.


• Excellent attention to detail


• Good problem solver


• Ability to work in a fast-paced environment.


• Ability to multi-task and manage time effectively.


• Excellent customer service skills, incorporating a confident and pleasant telephone manner.

Grow with Acorn

At Acorn Insurance, we're proud of our Liverpool roots - and even prouder of how far we've come. As part of the Acorn Group, we bring over 40 years of specialist insurance expertise to the table. From humble beginnings, we've grown into a national leader, now employing 1,700+ people across the UK and reached a milestone 750 million in total value of insurance policies written in 2024.

• We're growing fast, with new opportunities emerging every week. That growth is largely due to the values we share:


• We run through walls for our customers and each other


• We challenge the status quo


• We succeed when we help those around us succeed


• We decide quickly when the smart thing to do is use our judgement

Benefits

• 35 days' holiday (including bank holidays) with additional buy/sell options


• 24/7 mental health support & free counselling available


• Grow with us: Through career fairs, leadership programs, and learning on the go!


• Flexible benefits, including early access to salary via our internal platform


• Hybrid working options to support work-life balance and individual needs


• Recognition awards, social events & more

Our Commitment to our colleague's

These aren't just words - they're the principles we live by. And we're proud to back them up with real action, earning recognition and accreditation from leading organisations that share our commitment to people and growth:

• Mindful Employer - championing mental health and wellbeing


• Disability Confident Level 1 & 2 - creating accessible, inclusive opportunities


• Menopause Friendly accredited - supporting every stage of life


• Armed Forces Covenant signatory - honouring those who serve


• Great Places to Work 2024/25 - fostering an engaging and positive workplace culture


• Best Place to Work for Development - proud to be investing in people's future


• Best Place to Work for Women - breaking down barriers to women's career progression


• If you're looking for a company with a strong culture, real career progression, and a people-first approach - all rooted in the heart of Liverpool - Grow with Acorn.

A Few Things to Know Before You Apply

We're really excited that you're considering joining Acorn! To help everything go smoothly, here are a couple of things to keep in mind:

Checks & Clearances

All roles at Acorn are subject to DBS and financial checks. Any offer we make will be conditional until these are completed to a satisfactory standard.

Visa Requirements

Because our training is quite comprehensive, we can only consider applicants who have at least one year remaining on their Graduate or Post-Study Work visa. At the moment, we're not able to offer visa sponsorship.

We're Here to Support You

We're committed to creating an inclusive, supportive workplace where everyone can flourish. If you need any adjustments during the recruitment process-or once you're part of the team-just let us know. Whether it's flexible hours, adapted equipment, or a bit of extra support, we'll work with you to make sure you can do your best work.

Candidates with experience or relevant job titles of; Finance Customer Service Executive, Payments Executive, Payments Customer Service Representative, may also be considered for this role.