Escalation Agent – Financial Services
We are looking for detail-oriented, empathetic problem solvers to join our new exciting Financial Client
We’re building a new kind of bank. One that lives in your smartphone and helps you take control of your money. We're on a mission to make money work for everyone and to do this we need to grow our amazing customer support team to make sure every customer gets access to 24/7 customer support through our app and on the phone.
In the Escalation Agent role, you will be the first point of contact for the agents on the floor for escalations and questions.
We have teams working 7am – 10pm, Monday to Sunday.
- 40 hours contract
- Perkz: employee benefits scheme that works with the best UK retailers
- Learning and Development courses
- Career opportunities within the account
What you need to do in return? Well…you need to effectively use your excellent customer service skills to provide friendly and knowledgeable product information to our agents, assist them with user-related enquiries via phone and chat, and advise them on procedures to give the best resolution for our customers. We work on a fast paced environment where dedication and flexibility matters.
What you will be doing
• Responsible for assisting with questions the agents may have.
• Responding to instructions from the client and the clients head office.
• Prompt investigation, recording and management of system problems reported by users.
• Maintaining system support procedures and documentation.
• Act as a Subject Matter Expert Role Model ensuring succession planning, procedures and continuous improvements are championed within the team.
• Responsible for driving development and training opportunities within the team ensuring a seamless transfer of best practices and knowledge sharing is completed within agreed timelines.
• Keep up-to-date on new or enhanced products/services in order to provide prompt transparent team communications.
• Full compliance with all legislative requirements.
• Take part in and identify self-development opportunities and training needs.
• Contribute to team and process improvements. This may include going online and taking chats/calls based on the call volume.
• Responsible for assisting agents with customer enquiries/complaints in some instances by taking transferred calls.
- Responsible for dealing with customers in a courteous, helpful and professional manner always.
- Responsible for assisting agents with customer enquiries/complaints in some instances by taking transferred calls.
- Responsible for training of the agents.
- Responsible for maintaining quality standards
Monitoring
- Monitor each agent every week chats/calls
- Feedback results to agents
- Update reports
- Update monitoring sheets
Training
- Provide all training for agents – as required for minimum skills
- Trainee training verification
- Prepare training
- Schedule training
- Keep minimum skills reports up to date
- Re-verification of all agents
Coaching
- Online coaching (from monitoring feedback etc)
- Offline coaching where required
- Case coaching
- Procedure coaching
- Produce Weekly/Monthly Quizzes or Verification Tests
Escalations
- Handle verbal escalations
- Control escalations to client
Client contact
- Conference calls
- Escalations
- Urgent cases
- Client requests
Other tasks
- Allocate other tasks to agents as required
- Support the Team Lead to manage the team on a daily basis.
- Complete ad hock tasks as and when required (Client / Team manager / Team Lead / PM requests etc)
What skills you will need
Being fluent in written and spoken English.
Excellent customer service skills
Proven track record of building and maintaining customer relationships
Positive and professional manner to be portrayed at all times
Excellent communication and influencing skills
Evidence of achievement against challenging goals and targets
Attention to detail troubleshooting skills
Must have the ability to work on own initiative and under pressure in order to achieve deadlines
Good knowledge of client’s procedures for dealing with customer complaints/inquiries/issues
Preparing and delivering training
What experience you will need
Prior Monzo Experience Essential
Customer Service Experience essential.
Excellent communication skills are essential
Experience in driving a team to meet targets, accuracy, quality, volume and to agreed service level agreements
Practical experience of working in a support environment.
Dealing and resolving customer complaints
Preparing and delivering training
Quality monitoring
Preparing verification tests
Dealing with escalated calls from agents, customer and client
We put the customer at the heart of everything we do and you will be trained to resolve calls by taking ownership of the request/problem and providing first touch resolution whenever possible.
If you enjoy training and developing high performance teams and can drive your team to be one of the best, this could be just the start of your career with us.
At this time these roles are initially Work at Home, but will transition to a Bricks & Mortar location.
Subject to Disclosure Scotland and Credit Check