Finance Customer Service Representative

Job Title: Finance Customer Service Representative

Location: Liverpool, Hybrid

Salary: 26,938 - 28,609 + up to 2000 Performance related bonus

Job Type: Permanent, Full Time

Working Hours: 37.5 hours a week between 09:00am and 17:30pm Monday to Friday. 1 in 3 Saturdays between the hours of 9.00am and 17.30pm

As a finance customer service representative, you will be dealing with a high volume of customer enquiries about their direct debit payments by telephone, email and webchat. This role requires great communication skills.

• Taking payments from customers who have missed their direct debit payment.
• Dealing with general customer queries about their monthly direct debit payments.
• Amending and updating customers details, including changing their direct debit payment dates and bank account details.
• Setting up Payment Plans and providing support for customers who may require forbearance options.
• Offering solutions for customers who are in financial difficulty.
• Sending out documentation to customers.
• Amending and updating customer details on the relevant software systems, paying particular attention to detail and ensuring that the customers file is updated accurately.
• Logging, handling and resolving complaints.
• Referrals to other departments where applicable.
• Adherence to FCA compliance procedures at all times.

• A Positive "can do" attitude.
• Excellent communication and listening skills.
• The ability to demonstrate empathy and patience when dealing with all customers.
• Excellent attention to detail.
• Good problem solver.
• Ability to work in a fast-paced environment.
• Ability to multi-task and manage time effectively.
• Excellent customer service skills, incorporating a confident and pleasant telephone manner.

• 35 days' holiday (including bank holidays) with additional buy/sell options.
• 24/7 mental health support & free counselling available.
• Grow with us:
  Through career fairs, leadership programs, and learning on the go!
• Flexible benefits, including early access to salary via our internal platform.
• Hybrid working options to support work-life balance and individual needs.
• Recognition awards, social events & more.

• Mindful Employer - championing mental health and wellbeing.
• Disability Confident Level 1 & 2 - creating accessible, inclusive opportunities.
• Menopause Friendly accredited - supporting every stage of life.
• Armed Forces Covenant signatory - honouring those who serve.
• Great Places to Work 2024/25 - fostering an engaging and positive workplace culture.
• Best Place to Work for Development - proud to be investing in people's future.
• Best Place to Work for Women - breaking down barriers to women's career progression.

• All roles at Acorn are subject to DBS and financial checks. Any offer we make will be conditional until these are completed to a satisfactory standard.

• Because our training is quite comprehensive, we can only consider applicants who have at least one year remaining on their Graduate or Post-Study Work visa. At the moment, we're not able to offer visa sponsorship.