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Role Profile – Customer Experience Advisor

Role Title Customer Experience Advisor

Business Function Operations

Location Wrexham

Who we are & what we do

Founded in 2016, Chetwood is a new kind of bank. We create targeted products to make people better off.

Unlike traditional banks, we’re not looking to build a customer base and then cross-sell to them. Instead, we focus on distinct customer segments that are underserved by the market, creating innovative products to meet their needs. We do this through different brands, not one, because what works for one customer isn’t necessarily right for all customers. We also do this for other industries and companies too, offering them white-labelled products with no upfront investment.

We come from a diverse range of backgrounds and experiences, and it’s because of this that we’re able to challenge every aspect of how financial services operate today and build unique and dynamic products for our customers.

Role Purpose

Our Customer Experience Advisors deliver a high level of support to an array of clients across our personal lending portfolio. We strive to achieve positive customer outcomes through interactions both online and over the phone, handling account queries, managing expectations and resolving issues.

All of our representatives are brand ambassadors for our financial products and aim to satisfy customer queries within their first point of contact.

Majority of our customer base are tech savvy, they aren't keen on holding on a phone line or standing in a queue. Instead, they are self served through our mobile app or product website, communicating with us through Live Chat or Web Form when they need a little help.

We are looking for individuals who are keen on joining a fast paced, ever growing business, have ideas to share, knowledge to transfer and a solid focus on putting their customers at the heart of every decision they make.

Your core responsibilities will include:

• Responding to customer queries and resolving issues through multiple channels, including web-chat, email and phone calls.
• Drafting emails and letters to customers that comply with regulation, as well as, on occasion, responding to Data Subject Access Requests from customers.
• Problem solving is crucial, as an evolving Fintech business we need to react to new problems and issues faced by our customers so you will be expected to apply your judgement to solve problems for customers.
• Handling customer queries in line with regulatory frameworks and policies, whilst remaining focused on the customer journey and experience.
• Investigating fraudulent applications and reporting any findings to the relevant team to review
• Suggest ways for process improvements across the platforms you are utilising, in order to enhance the customer journey both in terms of efficiency and satisfaction
• Supporting the wider operational areas with any additional workflow they may require assistance with

Key Skills and Experience

A full training programme will be delivered, ensuring you are fully equipped to support our customer base. You will be learn about our products, how they differ from the high street offerings and what benefits are customer are receiving from us. You will be trained on our systems and processes and encouraged to share ideas of how we can offer even better services to our future customer base.

• You will be a quick learner, but also have strong foundations and experience in interacting with customers, working with both detail and data.

• Excellent communication skills (written and verbal), in order to effectively communicate with customers. Demonstrating warmth, empathy and understanding is crucial.
• Able to understand customer problems and break them down in order to find solutions.
• Strong attention to detail and experience working directly with customers account data as well as any sensitive information.
  
• Relevant, recent experience in a customer facing role
• Able to work at pace within a reactive environment
• Minimum of GCSE grade C in English and Maths.
• IT literate, including Google suite and Microsoft products

What we offer

• A relaxed, sociable and flexible working environment.
• Hybrid working - Laptop and equipment provided
• Great benefits including: life insurance, pension, private medical insurance (including dental and optical), free breakfast and drinks, monthly social events.
• Competitive salary and annual bonus incentive
• Progression opportunities to advance your career within financial services

Chetwood Highlights

Here are just a few examples of what we’ve achieved so far and what’s coming soon.

• Secured strategic investment from Elliott Advisors of £150mil of capital, underpinning the planned growth of the business over the next few years.
• Secured a full banking licence from the PRA in 2018 - the only retail bank to do so that year.
• Launched the LiveLend Reward Loan; the world’s first dynamic loan that responds to improvements in customers’ credit score.
• Secured several distribution partnerships with our lending product and have already seen 400%+ growth in new business in the since 2019.
• Launched SmartSave; providing customers with a simple, online savings account at a great rate.
• Launched Chetwood’s very own custom built cutting-edge decisioning tool
• Launched BetterBorrow; a quick and simple loan where customers receive their money in 30minutes or less
• Achieved and maintained an ‘Excellent’ Trustpilot rating from both lending and savings customers.

We have a number of flexible roles available, these are full time (35 hours per week) and part time hours; the working patterns may vary and can include early and late starts and potentially a Saturday morning going forwards.

Chetwood Financial Ltd does not accept speculative or unsolicited CVs from Recruitment Agencies.

Any unsolicited CVs received will be treated as the property of Chetwood Financial and Terms & Conditions associated with the use of such CVs will be considered null and void.