Broker Support Specialist

Location Remote
Flex Type Fully Homebased
Role Basis Permanent
Salary £25,000
Company Premfina Ltd

About PremFina

At PremFina, we have reimagined the premium finance industry, priding ourselves on being different to the incumbents and using technology and self-service solutions to make things easier for everyone; particularly our clients (brokers) and our customers.

Whilst we have been established for a couple of years now, and still have the same passion, enthusiasm, and determination of a start-up, we have big ambitions for our future, growing our business ten-fold, and one of the reasons why our people are key to our success.

At the heart of our business is our Client Services team, a team of colleagues based across UK & Bulgaria that service our clients (brokers) and customers, whether that’s through engagement over live chat, email, or phone. No matter the channel, we need to be there when they need us most.

Visit us at www.premfina.com

About You

We're committed to offering flexible working opportunities and are considering applications for this role on both a full and part time basis. We'd be happy to discuss your preferences.

This is a fully remote position. Very occasional travel to our office in London may be required and can be discussed.

As a self-motivated, results driven individual who has excellent verbal and written communication, you’ll have a real passion for delivering the best experience you can, and by always ensuring that we collectively strive do the right thing by our customers, our clients (brokers) and regulators.

Ideally having worked within a customer services environment previously, you’ll thrive on the fact every day is different, able to navigate yourself through often complex and challenging situations and have the tenacity to find solutions to every situation. What’s more you’ll be the type of person who never settles for second best, is someone who strives to recommend new and more efficient ways of working, whilst also being seen by their peers as someone who models role-model behaviors whilst also being a team player.

A Typical Day

Whilst most roles say that every day is different, we can truly stand behind this, particularly as we’re not one of the big guys out there when it comes to Contact Centre’s. In fact, we pride ourselves that we are a small team of BIG talent., and therefore we truly rely on everyone across the team to pull together and deliver for our customers and clients and why every day is so different.

Our team currently handle all client (broker) facing contacts, whether that’s answering an email, a live-chat or phone call, so one minute you could be handling a live-chat and answering a phone call the next. Even the type of calls we receive can be different, however often are in relation to the administration or set up of credit agreements. Don’t worry whilst our brokers are all rightly demanding, they are great to work alongside.

It important that every team member plays their part, which is why we measure performance and productivity at all levels, after all its important that we deliver exceptional levels of service to our clients

Summary responsibilities

Be there when our clients (brokers) need us most; always being seen as the go-to person and by representing and upholding the values of PremFina at every opportunity.
Answer Inbound calls from clients within agreed service levels and providing the highest level of service within agreed policy and procedure; also ensuring you support PremFina being seen as a partner of choice.
Answer written communications that are received from online channels such as email, live chat and social media within agreed service levels, policy and procedure, and to the highest level.
Update records within core IT systems such as Freshdesk, and ensuring any input is both timely and accurate.
Handle Level 1 complaints within company and regulatory procedures, ensuring customers are treated with respect, fairness, and integrity and within agreed timelines.
Escalate any issues in a timely manner to your Team Manager, following through to completion whilst managing customer expectations.
Educate brokers on self-service tools, recommending solutions to reduce contact into PremFina in addition to highlighting solutions such as “Broker Training” to aid successful sales and retentions of the Premium Finance product.
Support the business by identifying and sharing any improvements that contribute to better processes or client experiences.
Ensure adherence to all company policy and procedures, including completion of mandatory compliance training within agreed timelines.
Undertake any other activities in relation to the delivery of services of PremFina as required by the business

Requirements

Technology (To be able to work from home)

Ability to work remotely (virtually) with the space and freedom to have confidential calls with clients
Access to a reliable / fast internet connection.

You (essential)

Excellent verbal and written communication skills
Customer obsessed – thrives on helping and providing solutions to clients
Minimum of 12 months experience within a customer services function (ideally B2B)
Confident, Self-motivated, and disciplined with the drive to work autonomously.
Computer literate, able to use tools such as Microsoft with the ability to multitask through a variety of tools designed to help you on the phone or non-voice channels with customers.
Excellent team player with a positive, confident can-do attitude.
Flexible approach to tasks and workload.
Demonstrable experience working towards to targets such as Customer Satisfaction, Re-Open rates, Service Levels etc.

You (preferable)

Knowledge or experience of working across a UK Financial Services account.
Understanding of what Premium Finance is and how it works.
Experience in systems such as Freshdesk or Zendesk

The Benefits

Competitive salary
Discretionary bonus
25 days holiday per year
‘All About Me’ day
Perkbox
Private health insurance
Pension contribution
Flexible working
Professional development/qualifications support
All the latest tech you need
Social events

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