Customer Service Advisor (Voice & Non Voice)

Customer Service Advisor (Voice & Non Voice)

About FinacPlus

FinacPlus is a Great Place to Work Certified organization a recognition of our people first culture, collaborative environment, and focus on professional growth. We provide high-end virtual business process and technology services to leading global clients across finance, banking, mortgage, research, and data services. At FinacPlus, you'll work with world-class talent, cutting-edge technology, and international stakeholders while still enjoying the openness, agility, and career visibility of a fast-growing company.

About Our Client

Our client is proud to maintain an inclusive workplace, where they recognize that a diverse range of experiences, perspectives, and backgrounds leads to better customer outcomes and creates an environment where their team can thrive. The organization supports this vision with several DEI (Diversity, Equity, and Inclusion) networks, made up of their dedicated team members, who work to make a positive impact on the company's culture.

Role Overview

As part of our client's team, you will join a dynamic and engaging group of Customer Service Advisors who prioritize putting the customer at the heart of everything they do. In this role, you will often be the first point of contact for customers, handling a variety of inquiries. The focus is on achieving first-call resolution in a fast-paced, multichannel environment, while delivering a positive and friendly service. Our clients take pride in their attention to detail, treating each customer with respect, and always striving to find the right solutions that meet their needs.

Key Responsibilities

Our Client's customers reach out for a variety of reasons, some of which are:

• Change personal or vehicle details. Updating customer records
• Answering general customer queries and providing account updates
• Dealing with Insurance companies either by phone or written correspondence, updating ongoing insurance claims, issues, and responses
• Speaking with customers who at risk of falling into arrears or who are at early-stage arrears and finding suitable and affordable solutions
• Offering customers updates to ongoing complaint issues or recording new complaints for our complaints handlers to deal with
• Dealing with customers and their insurance claim progress
• From time to time you may be asked to provide additional support across the rest of the Customer management side of Onshore team
• Liaise with multiple stakeholders across the business
• Flag / Escalate key risks and or compliance issues should they occur

Required Skills & Experience

• 4 8 years of proven experience in customer service management
• Supportive and friendly customer centric attitude, dedication to the customer outcome
• Great verbal and written communication skills
• Prior telephone-based customer service experience
• Experience of using Microsoft; Teams, Word and Excel
• Demonstrable literacy and numerical skills, plus adequate typing speed
• Outstanding attention to detail and excellent organisational skills
• A great team player with a positive attitude
• Ability to effectively deal with difficult and complex telephone conversations whilst remaining calm
• Someone who thinks outside the box and is excited to share their great new ideas
• A multitasker who can effectively communicate with our customers whilst navigating a CRM system
• Experience of dealing with customers falling into or in early-stage arrears is advantageous but not essential.
• Experience of dealing with multi-channel communications such as web, 2 ways SMS, live chat
• Car Finance knowledge is highly desirable, but we will provide dedicated and industry specific training.
• Experience in dealing with Vulnerable Customers
• Bachelor's / Master's degree in Business Administration or equivalent

Location: Hyderabad | Work Mode: Remote (work from home)

Timings: 02:00 PM 11:00 PM IST

Compensation: Best in Industry