Account services

Manchester, Greater Manchester
£9.08 per hour
10 Oct 2016
31 Oct 2016
Manpower UK
Job Type
Ford Credit Europe Bank plc is a wholly owned subsidiary of Ford Motor Company and offers Ford customers and dealers a variety of retail and wholesale automotive financial products and services through the Ford Credit brand name. Ford Credit Europe has established a new business centre based in Manchester city centre to provide financial services support for its UK retail customers and European Ford Dealer Network.
The Account Servicing department is responsible for handling all customer contact from customers not in arrears, primarily by telephone but also by mail, email, fax or via the company website. The Financial Administration team is a specialist section within the department, and is responsible for handling banking and financial administration and queries. Financial Administrators will also provide support for the wider Account Servicing department by assisting with call handling at peak times of day and in peak periods.
Key position responsibilities will include:
*Providing an excellent service to all customers who contact Ford Credit by phone, post, email, fax or via the company website whilst remaining fully compliant with Data Protection legislation
*Ensuring vehicle title records held with Car Data Check are accurate and up to date
*Investigate, resolve and correct financial anomalies on customer accounts
*Application of funds to customer accounts
*Appropriate management of specialist cases, including insurance replacements
*Completing the administration associated with all queries taken
*Issuing standard letters and drafting specific letters if required
*Maintaining accurate and up to date customer account records
*Liaising where appropriate with outside agencies whilst remaining fully compliant with Data Protection legislation
*Processing customer payments made by debit card
*Handling both inbound and outbound calls, ensuring that key performance metrics on service levels including call answering time, call volume and post call administration are consistently achieved

Person specification:
*Previous experience in a customer facing financial administration or banking role would be beneficial
*Positive approach to providing excellent customer service and taking accountability for resolving or escalating customer queries as required
*Must be able to demonstrate a focus on delivering results, being a valued team player, and showing resilience and adaptability to achieve personal and team objectives
*Excellent verbal and written language skills (additional European languages spoken to business level would also be an advantage)
*Confident in meeting deadlines with minimal supervision, whilst maintaining high levels of quality and efficiency
*Understand what the fair treatment of customers means and to ensure that this is consistently incorporated into the role
*Confident IT skills, able to competently approach using a range of systems and applications after receiving training
*Ability to acquire and put into practice new knowledge and skills, developed though on the job training
*Willing to cross-cover within business centre to support other teams as required to help maintain overall quality of service

Additional information:
Positions operate on a full-time basis, over a 37.5 hour week. Hours/days of work vary between departments, but candidates should be available to work between 8.00am-8.00pm Monday-Friday to cover opening hours as required. Some weekend working is also required, again this is specific to each department, but candidates may be required to work up to 1 in 2 Saturdays (8.30am-5.30pm)/Sundays (10.00am-4.00pm). Bank Holiday working may also be required.