Customer Engagement Advisor

Location: Based in our Dalston office with flexibility to WFH

Reporting to: Customer Service Team Leader

Contract: Permanent, full-time

Hours and Work Pattern: Normal hours are 37.5 hours per week. There will be some early and late shifts by rotation, and up to 2 Saturdays per month.

Salary: £25,700 per annum

About Fair Finance

Fair Finance is a social business with a mission to revolutionise finance and make it more inclusive, starting with the people others have left behind.

For nearly 20 years we have worked with hundreds of thousands of customers to help them access affordable credit, manage their finances, avoid eviction or start businesses. Our work has influenced Government policy, credit legislation and shown how Purpose and Profit can work together to change the financial system for the better.

We are currently taking the business through a technology transformation as we scale up our services to serve a million people across the country and we are looking for amazing people who want to be part of that journey.

About the role

Supporting the customer journey from application to completion, your role will be to onboard clients who have been approved for our loans, act as a trusted advisor on our products and complete the process in a timely manner so they can receive much-needed funds. By setting up contracts, answering questions and clearly guiding our customers through the terms of their new loan, this role is crucial in the customer journey.

The role will include improving the customer experience, listening to your clients, understanding their needs, and balancing the needs of our business with our social responsibility. The job holder will be the voice of Fair Finance to many of our clients and we will ensure they have a good understanding of our all our products and services. They will also be part of discussions on how these products evolve.

You will be part of a friendly, caring and high-performing team. This team is expected to learn complex information, communicate it clearly to a diverse range of customers, demonstrate good time management skills and pay close attention to detail.

About you

You will have customer service experience, excellent written and verbal communication skills, and you will be keen to make a difference and contribute to Fair Finance’s mission of serving financially excluded communities.

Key Responsibilities

• Supporting the underwriting and customer service teams by onboarding clients who have been approved for our loans.

• Setting up contracts, answering questions and clearly guiding our clients through the terms of their new loan.
• Act as the first point of contact for clients on the phone, live chat and email.

• Act as a trusted advisor on our products.
• Provide support to clients to help them understand the lending process from application to approval.
• Support the underwriters; checking client’s eligibility for loans, liaising with clients throughout the loan application process and collecting client data to inform loan decisions.
• Maintain accurate client records.
• Learn complex information and be able to communicate it clearly to a diverse range of customers.

• Contribute to wider Fair Finance Projects to improve the customer experience.
• Any other duties as required by the Company that are commensurate with the position.

Skills and Experience

• A minimum of one years’ customer service experience.
• Excellent written and verbal communication skills and the ability to build rapport and trust with our customers.
• Ability to comprehend and clarify client questions quickly and, using the tools within Fair Finance, provide the right solution and service.
• Good organisational, numerical and tech skills, with solid time-management and the confidence to prioritise.
• A consistently calm and professional manner while dealing with a wide range of client circumstances and backgrounds.
• True fluency in English.
• Additional languages such as Spanish or Portuguese are desirable but not essential.

This job description may be amended from time to time to reflect the changing needs of the business.

Why work for Fair Finance?

• Fair Finance is a social business with ambitious plans.
• Over the last eighteen years Fair Finance has helped over a hundred thousand people escape the clutches of high-cost money lenders, start businesses or avoid eviction.
• Our work has helped influence Government policy and legislation.
• We have demonstrated how purpose and profit can work together to change the financial system for the better.
• We believe in employing, growing and building around exceptional people who share our values.
• We have created an environment where you can genuinely put clients before profits and make a difference to our clients’ lives.
• We will provide you with a supportive workplace surrounded by peers who want you to do well, with responsibility to make a real difference in the organisation and the opportunity to thrive and make the role your own.
• We are a diverse organisation full of people who understand the balance between achieving business objectives and our social mission.
• Our Head Office is in a shared workspace in Dalston, housing more than 300 creative businesses, social enterprises and charities.
• Hybrid working and work practice flexibility is offered.

Employee Benefits

• Annual holiday entitlement of 20 days in addition to UK public holidays.
• An additional paid day off for your birthday.
• Staff receive an additional 'WFH Allowance' to allow even greater location flexibility.
• Private Health Insurance.
• Perkbox access for a wide range of discounts.
• Employee Assistance Programme (EAP).
• Staff Loan Scheme (currently interest free).
• 3% matching contribution towards a stakeholder pension.

The closing date for applications is Sunday 13th October (11:59pm), and interviews will be held on Monday 21st October 2024.