Customer Service Associate - Loans, Underwriting and Servicing

Customer Service Associate - Loans, Underwriting and Servicing

Full Time

Starting salary £17,500 rising to up to £19,500 after 12 months - plus a discretionary annual bonus subject to your performance.

Time for a new challenge? Ready to try something different? That's exactly what you'll get when you join the NewDay team as a Customer Service Associate in our Loans Operations team in Morley (near Leeds).

If you've not heard of NewDay before, we're the people behind the credit cards that you get from all kinds of big brand names - the likes of Amazon, TUI, Debenhams, Topshop, Topman, House of Fraser, Laura Ashley, Burton and Miss Selfridge. And we offer our own brands of credit cards and own brand loans too. It's a challenging, fast-paced, supportive place to work; situated in our modern, comfortable call centre in Morley where you'll have all the support and opportunities you need to reach your full potential.

Whether you're answering a call from someone who has a question about their loan, or reviewing the application of someone who'd like to sign up for one of our services, you'll deliver fantastic customer service that's helpful and understanding. It's as simple as that.

You'll receive a starting salary of £17,500. You'll have the opportunity to increase your salary to up to £18,500 after 6 months, then up to £19,500 after 12 months through our development programme, ASPIRE. On top of this, there's a discretionary annual bonus of 7.5% of your salary. You'll also enjoy a fantastic benefits package including 26 days holiday (plus bank holidays), private medical and life assurance, and discounts on 8000 high street stores, cinemas, gyms and retailers, and a whole lot more. We also have an onsite canteen, free parking and a free bus service.

What to expect

You'll be supporting all aspects of the underwriting, customer services, complaints and back office processes through the full range of contact channels (phone/email/letter), accurately recording details into our systems as you go. You'll review and assess new business referrals, making subjective credit decisions in line with our credit score and risk policy, and you'll ensure that accurate and consistent decisions are made in line with responsible lending guidelines. You'll ensure that you are treating the customer fairly and providing a world class customer service, and that all correspondence meets our own internal processes and regulatory requirements.

We'll give you plenty of training as soon as you join us, so you won't be thrown at the deep end, and you'll receive ongoing support.

You'll work fixed shifts, 37.5 hours per week over 5 days between the hours of 08:00 - 16:00 or 10:00 - 18:00 following a two week rotating shift pattern, with at least 1:2 Saturdays as part of your shift pattern.

What you'll need

You'll need to have a few key skills to succeed in this role. Good knowledge of Compliance and Regulatory requirements governing contact centre operation (e.g. TCF, FCA, DPA, Anti Money Laundering) is a must. Naturally you'll be a great communicator and a great listener, with experience of written communication in a business environment, and if you have experience of underwriting or working in a loans environment even better! You'll also be passionate about delivering first class customer service, and helping NewDay to achieve their aims of helping people be better with credit. You'll have a calm manner and a positive outlook at all times with the ability to demonstrate empathy when managing difficult conversations, and you'll enjoy identifying problems and finding solutions. You'll be a confident decision maker with an eye for detail too.

Because of the nature of what we do, you'll also need to pass a credit, criminal record and fraud database check.

Sounds like somewhere you'd like to work? We'd love to hear from you.