Customer Support Agent
Job title: Customer Support Agent (CSA) / Application Support Agent.
Location: The centre of Southampton, with a multitude of transport links on the doorstep.
Reports to: Customer Support Team Leader.
Hours: 37.5 hours per week, 9am-5pm with occasionally Saturdays of 9am-2pm.
What are the Bamboo Benefits?
- Bonus Scheme: Discretionary quality-focused bonus of up to 10% of the annual salary, paid quarterly.
- 22 Days Holiday plus bank holidays: Increases with each year of service up to max of 25 days.
- Casual Dress: Wear what makes you comfortable to deliver an excellent customer experience.
- Cover for YOU: Life Cover (4x basic salary), Dental Scheme, Cycle to Work Scheme and Pension Scheme.
- Perk Box: 100’s of discounts on well-known brands and lots more.
- Help @ Hand: Access to free GP & counselling support services.
- Referral Program: You can earn up to £500 for each successful colleague referral.
- Career Development: Regular coaching, personal feedback, colleague shadowing and monthly 121’s to identify your progression path and help your career develop at Bamboo.
- Optional Paid Volunteering Time: Join our Charities Committee in supporting our local charities.
- Bamboo Socials: Our Social Committee work hard all year round to provide lots of events including summer parties, quiz nights, team building events, and Summer and Winter parties.
Why Choose Bamboo?
Aside from our fantastic range of benefits, Bamboo is an award-winning loan provider, building our business around helping people with affordable finance. We are passionate about providing first-class customer service which is reflected in our 'Excellent' Trustpilot score of 4.9 as well as the many industry awards that we have won. We always strive to do the right thing, with the customer at the forefront of any decisions that we make.
Our amazing Trust Pilot reviews: https://uk.trustpilot.com/review/bambooloans.com
What is the Role?
As a key member of a dynamic team, the Customer Support Agent will likely have experience working within a customer facing role. Prime applicants may also understand FCA regulations, Data Protection and Treating Customers Fairly or have experience working within either a contact centre environment or the financial services sector.
In this contact centre position, it will be your responsibility to provide a first-class customer service experience in line with service level agreements, treating customers fairly and Financial Conduct Authority (FCA) guidelines.
- Liaising with other team members to ensure daily strategies are achieved.
- Engaging with customers through inbound and outbound calls and SMS.
- Striving for a high level of quality across all forms of correspondence.
- Maintaining and developing your knowledge of the Bamboo product to allow you to answer customer queries.
- Attending and participating in team meetings and training sessions.
- Engaging in communication with third party brokers, as well as our internal Underwriting, Compliance, and Collections teams to ensure the best possible customer outcomes.
- Alerting your Team Leader of any irregularity or problem.
- Assisting customers with navigation of their online accounts and provision of documents.
- Identifying and flagging potential signs of fraud and vulnerability.
What Are We Looking For?
- Strong communication skills.
- Team player.
- Enthusiasm to learn.
- Ability to work in a lively environment.
- Computer literacy.
- Active listening.
- Proactive & effective questioning.