Customer Service Agent

A Customer Service Agent is responsible for managing all aspects of the ‘in-life Customer journey’, from the beginning to the end of the customer’s motor-finance agreement with Moneybarn.

The best interests of the customer and a desire to achieve the right solution for them, drives everything that the Customer Service team does. Moneybarn is committed to the principles of TCF and FCA and we observe the highest levels of compliance at all times, not because we have to, but because we want to.

The role is varied and includes liaising with customers via inbound and outbound telephone calls, email, web chat and letter. It is our aim to respond to all customer queries as promptly as possible, therefore high levels of productivity and a strong work ethic are essential for the role.

Responsibilities of the role
  • Being patient with customers, ensuring to take the time necessary to deal effectively with all queries
  • Fact finding and questioning to understand the customer’s situation, including the completion of Income and Expenditure assessments
  • Identify and deal appropriately with any vulnerable customers or customers in financial difficulty, acting with the utmost compassion and professionalism
  • Absolute compliance with TCA principles and FCA regulations
  • Adherence to DPA regulations
  • Support customers in finding an appropriate resolution, when they fall behind with their payments, including setting up and amending direct debits and processing card payments
  • Handle and aim to resolve customer complaints, promptly, in line with FCA complaint handling requirements
  • Processing of partial early settlements and full settlements, when requested by the customer
  • Liaison with all other departments within Moneybarn, as well as external parties such as Debt Advice organisations, solicitors and any person or entity authorised by the customer
The person specification
  • A professional, polite and courteous telephone manner
  • Excellent verbal and written communication skills
  • The ability to understand and interpret FCA principles and TCF regulations, applying them to individual customer circumstances
  • A good listener, able to convey empathy, patience and understanding
  • Confident in overcoming objections and dealing with challenging situations
  • Able to gather facts, ask appropriate questions and critically evaluate the information provided to ensure a fair outcome for the customer
  • Ability to work shifts - currently between 8am and 8pm Monday to Friday (with the possibility of Saturday working 8:00am-2:00pm)
Essential skills:
  • Excellent productivity skills and a strong work ethic
  • A professional, polite and courteous telephone manner
    Strong communication skills
  • A passion for delivering outstanding customer service
    Resilience
Desirable skills:
  • Experience of working within an FCA regulated environment
  • Understanding of the Consumer Credit Act
  • Understanding of Data protection, Anti Money Laundering, Anti-Bribery & Corruption requirements
  • Experience within the Consumer finance sector
  • Experience of handling complaints, in line with FCA regulations
Application Information

Please note that Moneybarn carry out both Financial Checks and Criminal Record Bureau Checks as part of the recruitment process for all roles.

Moneybarn is one of a select group of forward thinking organisations that have signed up for the National Equality Standard (NES). The NES provides a cultural assessment through the lens of diversity. It looks across all 9 protected characteristics set out in the Equality Act 2010 to ensure true inclusion in the workplace. The NES adopts a pragmatic & holistic approach to EDI and achieving it will enable Moneybarn to showcase our business as leaders in this field.