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

About the Role:

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.

What you will be doing:

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

What we are looking for:

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.

Grow with Acorn

At Acorn Insurance, we're proud of our Liverpool roots - and even prouder of how far we've come. As part of the Acorn Group, we bring over 40 years of specialist insurance expertise to the table. From humble beginnings, we've grown into a national leader, now employing 1,700+ people across the UK and reached a milestone £750 million in total value of insurance policies written in 2024.

We're growing fast, with new opportunities emerging every week. That growth is largely due to the values we share:
We run through walls for our customers and each other
We challenge the status quo
We succeed when we help those around us succeed
We decide quickly when the smart thing to do is use our judgement

Benefits:

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

Our Commitment to our colleague's:

These aren't just words - they're the principles we live by. And we're proud to back them up with real action, earning recognition and accreditation from leading organisations that share our commitment to people and growth:

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
If you're looking for a company with a strong culture, real career progression, and a people-first approach - all…