Address
Form of work
SalaryPurpose of the role
Do you want to become part of Paragons new digital revolution? Do you want to become a subject matter expert in digital savings products and provide best in class customer service? If so, then this is the role for you.
You’ll be our customers first point of call and provide help and support to them through either calls, our in-app chat, or secured message service.
You'll spot patterns and identify potentially vulnerable customers, financial crime and bottle necks in processes. And refer customers to specialised areas where needed or raise ideas to fix problems quickly.
As a key member of a modern and intuitive Operational area, you will review data to continually update Policies & Procedures to provide an efficient and convenient self-service product for customers.
We’ll give you full training and support to help you provide a best-in-class customer service experience to our customers, throughout their whole journey with us.
Duties and responsibilities
- Manage and provide support for customers for their digital savings account. This will include app management/support and transaction queries/monitoring for both front end and back-end functionality
- Provide an excellent customer experience through building rapport, listening, and communicating effectively with customers to truly understand their needs
- Deal with customer queries through calls, emails, secured messaging and chat bot technology
- Escalate calls from customers to ensure that complex queries and complaints are handled swiftly and effectively by making decisions on the correct course of action for an account
- Identifying potentially vulnerable customers, financial crime and bottle necks in processes, referring customers to specialised areas where needed. •Communicate and provide accurate information in a timely manner
- Identifying new ways to improve the customer experience
- Perform all tasks within the agreed Operational Service levels
