Hybrid Finance Customer Advisor

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

Benefits offered by this job

35 days holiday

Mental health support

Hybrid working

Salary advance

Career growth

Job summary

Acorn Insurance is hiring a Finance Customer Service Representative in Liverpool, operating in a hybrid model. The role handles direct debit payment inquiries by phone, email and webchat, requiring clear communication, empathy and meticulous attention to detail.

You will resolve payment issues, set up plans and support customers in financial difficulty, while maintaining compliance with FCA procedures. The position is permanent, full-time, with 37.5 hours weekly and Saturday work a 1 in 3

Qualifications

• Positive can-do attitude.
• Excellent communication and listening skills.
• 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 with a confident telephone manner.

Responsibilities

• 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

Skills

Communication skills

Empathy

Attention to detail

Customer service

Multi-tasking

Job description

Acorn Insurance is hiring a Finance Customer Service Representative in Liverpool, operating in a hybrid model. The role handles direct debit payment inquiries by phone, email and webchat, requiring clear communication, empathy and meticulous attention to detail.

You will resolve payment issues, set up plans and support customers in financial difficulty, while maintaining compliance with FCA procedures. The position is permanent, full-time, with 37.5 hours weekly and Saturday work a 1 in 3