Associate analyst

Role Purpose

Roles and responsibilities:-

1. Customer Communication & Service Excellence
   Deliver highquality customer service through written and verbal channels ensuring all customer queries emails and digital complaints are addressed promptly accurately and professionally.
2. Complaint & Case Management
   Log manage and resolve complaints within internal systems (e.g. Respond) fully supporting customers throughout their complaint journey and escalating complex cases where necessary.
3. Regulatory & Data Compliance
   Process DSARs credit amendments and customer data updates within regulatory and business timeframes while ensuring accuracy data integrity and adherence to FCA Data Protection AML and company policies.
4. Credit File & Administrative Support
   Update Credit Reference Agency records provide administrative support across the Group Complaints Department and complete outbound telephony tasks to assist customers and internal teams.
5. Continuous Improvement & Collaboration
   Maintain uptodate knowledge of products and regulations support colleagues recommend process improvements and promote fair customer outcomes in all activities.

Skill required:-

Previous experience in admin/customer service correspondence support role
Good IT skills specifically Excel
Good communication and interpersonal skills both written and verbal
Passion to deliver exceptional service and add value
Good planning organisation and time management skills
Good problem-solving skills
Strong teamwork ethic
Self-motivated and enthusiastic and able to deliver quality work in a high-pressure environment
Able to follow procedures and work within a regulated environment.

Do

• Support process by managing transactions as per required quality standards
  • Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
  • Document all pertinent end user identification information including name department contact information and nature of problem or issue
  • Update own availability in the RAVE system to ensure productivity of the process
  • Record track and document all queries received problem-solving steps taken and total successful and unsuccessful resolutions
  • Follow standard processes and procedures to resolve all client queries
  • Resolve client queries as per the SLAÃÂÃÂÃÂs defined in the contract
  • Access and maintain internal knowledge bases resources and frequently asked questions to aid in and provide effective problem resolution to clients
  • Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
  • Document and analyze call logs to spot most occurring trends to prevent future problems
  • Maintain and update self-help documents for customers to speed up resolution time
  • Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
  • Ensure all product information and disclosures are given to clients before and after the call/email requests
  • Avoids legal challenges by complying with service agreements

• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Assist clients with navigating around product menus and facilitate better understanding of product features
  • Troubleshoot all client queries in a user-friendly courteous and professional manner
  • Maintain logs and records of all customer queries as per the standard procedures and guidelines
  • Accurately process and record all incoming call and email using the designated tracking software
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customersÃÂÃÂÃÂ and clientsÃÂÃÂÃÂ business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
  • Undertake product trainings to stay current with product features changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks

Deliver