Customer Service Associate

Overview

As a Customer Service Associate at Salary Finance, you will support customers through live chat and email, handle regulatory communications, and contribute to customer service process improvements while working with the Customer Service Manager and London customer operations team.

What you'll do

• Respond promptly and professionally to customer inquiries via live chat and email.
• Diagnose and resolve customer queries related to loan applications, payments, and account updates.
• Interpret and explain company policies, financial products, and service terms accurately to customers.
• Maintain detailed and accurate records of customer interactions and resolutions in the CRM system.
• Prioritize and escalate unresolved or complex issues to relevant departments and follow up with regular status updates to customers.
• Troubleshoot basic technical issues, including login problems and document upload errors, and collaborate with the tech team to report and resolve system-related issues.
• Ensure compliance with data protection regulations, including GDPR, when handling sensitive information.
• Adhere to standard operating procedures and service-level agreements to meet performance benchmarks.
• Identify recurring customer issues and share insights with operations and product teams for process improvements.
• Suggest enhancements to FAQs or knowledge base articles to reduce repetitive inquiries.
• Promote customer retention by delivering exceptional service and building trust.
• Share best practices and customer insights with colleagues to enhance team performance.
• Participate in training sessions to stay updated on product changes, new processes, and compliance guidelines.

What you'll need

• Enjoy interacting with customers daily through live chat and email.
• Have an upbeat approach and be able to think on your feet.
• Have exceptional organisational and time management skills and the ability to perform smoothly and consistently in a fast-paced environment.
• Be a detail-oriented perfectionist who can take on complex tasks and complete them every time.
• Be passionate about technology and social impact and want to help build a business that delivers a meaningful difference to society.
• Be resilient, empathetic, collaborative, and self-motivated.
• Have experience in a customer or client facing environment.
• Delight in solving problems and going above and beyond to treat customers fairly and leave them feeling valued.
• Have excellent communication skills and be able to present complex details, concepts, and information in an easy-to-understand format.
• Have intermediate knowledge of Google Sheets and Excel and be able to manipulate data.
• Have a High School Diploma and Above.

Nice to have

• Customer service experience in a financial services, technology, or employee benefits company.
• Experience of working in a regulated environment.
• Familiarity with CRM systems.
• Knowledge of G Suite.
• Advanced Excel skills.
• Knowledge of TCF, the Data Protection Act/GDPR, CCA, and Anti Money Laundering procedures.

Details

• Location: Mumbai, India.
• The role involves working closely with the London customer operations team.