Experis are working with a UK leading telecommunications organisation who require an individual from a financial services background who has a strong eye for detail, confident and the ability to make logical decisions. Full training for this position will be given.
Title: Credit Referrals Underwriter
Location: Darlington (2 days at home)
Length: 6 months
Shifts: Shift Rotations 8:00am - 8:00pm week days and 8:00am-7:00pm Weekend on a 10 week rotation
Rate: £16.64 per hour (via umbrella)
Start Date: Immediate - Must be able to start within 2 weeks.
Scope:
To contribute to revenue by underwriting consumer and non-consumer applications referred through the registrations process. The role holder will work as part of a team to deliver an exceptional customer experience to our end users and internal stakeholders alike.
Key responsibilities include:
Business Referrals (B2B)
- Underwrite new business applications within approved sign off limit and in accordance with defined policy
- Action requests to alter credit parameters on existing B2B accounts
- Respond to Credit Referral related disputes and queries from customers and stakeholders
- Ensure timely delivery of all related B2B processes within agreed service levels / KPIs
- Establish and maintain excellent relationships with stakeholders to ensure the right decisions are made for each business application
Consumer Referrals (B2C)
- Underwrite new consumer applications where fraud flags exist in accordance with defined policy balancing the needs of the customer with the business risk.
- Action requests to alter credit parameters on existing B2C accounts
- Respond to Credit Referral related disputes and queries from customers and stakeholders
- Ensure timely delivery of all related B2C processes within agreed service levels / KPIs
Fraud processes
- Ensure all submissions to fraud related databases are completed accurately and within service level agreements
- Flag non-adherence to existing policy to the management team
Correspondence
- To respond to all customer correspondence relating to Credit file queries.
- To respond to all forms of customer correspondence from various sources within the agreed SLAs
- To comply with regulatory requirements
- Understanding all aspects of a customer's query and using excellent communication skills to ensure this is fully resolved.
- Influencing and diplomacy skills for dealing with possible irate customers.
Personal Targets
- Maintain an acceptable forced churn / Bad debt / offer rate as defined by the Credit Referral targets
- Achieve targets set pertaining to referral volume, processing times, and process adherence
- Deliver excellent customer service first time to ensure quality targets are achieved.
Personal Development
- Take responsibility for own development by reviewing available performance data, creating a suitable development plan alongside Team Leader, proactively fulfilling any development needs and highlighting areas of development to Team Leader.
- Assist in the development of colleagues within Credit Referrals by sharing knowledge gained to maximise the effectiveness of the team and provide process improvement opportunities.
- Seek out development means using tools available to you (learning & development zone, peers, management team) to consistently improve.
Stakeholder Engagement
- Engage with internal and external stakeholders to build relationships and encourage best practice across the business.
