We Dream. We Design. We Deliver.
This is the place where you’ll be hands on. Where new ideas are welcomed and expected.
At every level and in every role we’re doers and builders. Not Managers and minders.
humm is an enduring fintech organisation with a proud legacy of rewriting the playbook for digital spending. We help people buy everything, everywhere, every day. Our product ecosystem of buy now pay later, and business financing products has been designed around the core needs of today's shoppers, retailers, and small and medium enterprises.
What does an average day look like?
As a Retail Customer Service Officer, you will be responsible for delivery of outstanding Customer Service through our support centre, and will require you to be available on a rostered system for a 38hr week.
Our business is open to support our retailers 7 days a week, 363 days a year, so you may be required to work weekends or public holidays.
We are currently working on a hybrid basis, but this is subject to review based on business needs.
No day is average at humm, but here’s an idea of what you can expect to do in this role:
* Manage customer queries/payments by phone, email, and live chat.
* Carry out pre-screening assessment of customer applications.
* Manage customer account escalations/complaints via email/calls.
* Provide administration support for day-to-day operations as required.
* Support Senior Accounts Officers in managing early-stage arrears through outbound calls for payment.
* Identify account administration problems and escalate/resolve issues in a timely manner, leveraging all available resources.
* Early identification of fraudulent account activity. Provide detailed analysis regarding your concerns to the Credit Risk team monthly.
* Actively participate in individual performance reviews in line with the company requirements.
* Deliver high-quality customer support and represent, embed, and support company values and standards within the team.
* Contribute to broader transformation initiatives in a leadership capacity.
* Collaborate closely with the Group’s finance, tax, and treasury teams to ensure delivery of all requirements for the Irish business are to a consistently high standard.
Who will thrive in this role?
You are someone who believes in the strength of good relationships. You are flexible, driven, and passionate about customers; you can operate in and contribute to a fast-paced and dynamic environment, and you bring excellent multi-tasking skills and a focus on delivering outcomes.
We are also looking for someone who brings:
* Highly motivated, energetic, and adaptable to change in a fast-moving environment with excellent negotiating skills.
* Committed to achieving the highest standards of customer support.
* Experience in a customer support/collections role with proven achievement in delivering to targets.
* Familiarity with Salesforce, Stripe, or other CRM systems.
* An open communicator who can build and maintain very high levels of call quality and professionalism, using appropriate language to influence and persuade, actively listen, and check for understanding.
* Inquisitive by nature and willing to ask insightful questions to ensure they fully understand customer needs.
* Accountable and takes responsibility for solving problems with an ability to “think outside the box” when required.
* Strong attention to detail and a focus on getting it right the first time.
* Ability to manage own time and workloads while displaying a flexible approach to work and learning.
* Proven track record of working well under pressure in a busy call centre environment.
* Ability to produce individual results and contribute to team objectives, in an environment where stretch targets are continually set to deliver business outcomes.
* Demonstrates ability to give and receive constructive feedback.
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