Senior Financial Services Advisor

The roleof Senior Financial Services Advisor

You’ll play a pivotal role in shaping how our Customer Services function will operate with our new credit brand. In our new Model Office, you’ll handle contacts relating to all types of enquiries and deliver good outcomes to our customers.

As a Senior Financial Services Advisor, you’ll be involved in process mapping, change and testing our new system capabilities, providing feedback and insight into how we can improve and shape our customer service function. You’ll work closely with Team Managers and the wider operation to support your colleagues, conduct Quality Assurance reviews and spot opportunities for continuous improvement.

N Brown – who we are and why workfor us?

At N Brown, we’re committed to building a diverse workforce and creating an inclusive environment that values equality for all. Our vision is that by ‘championing inclusion, we’ll become the most loved and trusted fashion retailer’. Diversity, Equity, and Inclusion are, therefore, at the heart of our culture.

We’re a forward-thinking digital retailer with a Financial Services proposition to be proud of. We’re customer-obsessed, serving them through three core brands: JD Williams, Simply Be, and Jacamo. We’re experienced, with over 160 years of trading under our belt. We’re inclusive, as we believe in fashion without boundaries; and we’re sustainable, striving to make as little impact on the planet as possible.

What you'll be responsible for as aSenior Financial Services Advisor**:**

During periods where there are no ongoing Projects, activities and responsibilities would fall in line with an operations Senior Advisor.

Key Responsibilities:

• Respond promptly to customer and third party enquiries via multiple channels, including phone, email and live chat to provide accurate information about their account and our new brand, and assist customers in resolving issues and troubleshoot problems
• Identify and investigate potential instances of fraud or suspicious activity reported by our customers or detected through internal monitoring systems to safeguard customer accounts and prevent fraudulent transactions
• Support customers who are facing financial difficulties by finding an appropriate solution which delivers a good customer outcome, and where appropriate, considers any vulnerabilities the customer may have
• Receive, investigate and resolve customer complaints ensuring complaint handling regulations are adhered to, and customers are communicated with in a clear and empathic manner
• Identify any defects in the systems and ensuring they are documented and escalated in the agreed way to support the continuous improvement of the new platform
• Stay up to date with current industry and FCA regulations and guidelines
• Ability to consistently achieve required Key Performance Indicators and targets
• Liaise with SME’s to map our current ‘as-is’ processes and create our ‘to-be’ process maps to allow the business to accurately carry out impact assessments on all areas of Customer Operations
• Support the operation with any ad-hoc tasks and actions relating to ongoing or future projects
• Work with the business in testing the new credit platform to ensure that the solution works as expected
• Support and mentor colleagues through the introduction of our new credit proposition and any other future periods of change, and offer peer to peer support where required
• Work closely with team managers to carry out Quality Assurance reviews and coach colleagues where areas of opportunity arise
• Collaborate with the wider operation to share insights, findings and feedback from both customers and colleagues

What you will need to succeed as an Senior Financial Services Advisor

Job Qualifications and Skills:

• Proven experience in a customer services role, preferably within Financial Services such as collections/recoveries, complaints or fraud
• Excellent communication and negotiation skills
• Strong problem-solving and analytical abilities
• Ability to manage multiple tasks and priorities
• Strong attention to detail
• Familiarity with FCA regulations and guidelines
• Positive and professional attitude
• Strong sense of integrity and commitment to customer satisfaction
• Results-oriented and able to work independently and manage your own workload
• Strong team player
• Excellent listening and communication skills
• Ability to work under pressure and handle difficult situations with tact and diplomacy
• Adaptable and able to work in a fast-paced, ever-changing e

What’s in it for you?

• 24 days holiday (+ 8 bank holidays) with the option to buy an additional 10 days
• Annual bonus scheme
• Enhanced maternity and adoption leave
• Access to Apricity, a self-funding IVF benefit at a reduced rate
• Company pension with up to 8% N Brown contribution Mental Health support both internally and externally, including access to our wellbeing champions and counselling services
• A range of financial wellbeing support
• Colleague discount across all N Brown brands
• Onsite café with subsidised rates and local restaurant discounts!
• Paid volunteer time – all our colleagues can take a full day paid to volunteer for a charity of their choice

Our promise to you:

We’re an equal opportunity employer and value diversity. We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

What happens when you apply to a role at N Brown?

As soon as we receive your application, we’ll send you an email to let you know. We always aim to come back to you as soon as possible with an update and we really appreciate you taking the time to apply for a role with us. Good luck!