Job Details

Job ID
Job Title
Customer Service Advisor
Position Type
Business Brand
Multiple Brands
HO CC Contact Centre
About Us
About Us
Established in 1880, PFG is one of the UK's leading suppliers of personal credit products to the non-standard lending market. We are a FTSE 250 company that provide a portfolio of credit products designed to meet the particular needs of those who are not well serviced by mainstream lenders.
About the Role
About the Role:

We are recruiting for experienced Customer Account Executives to review documents and make lending recommendations in line with Company guidelines and FCA principles. To treat our customers as individuals and provide expert support throughout their interactions with us from application , on-boarding, approval and on-going servicing of their loan.

Key Responsibilities Include:
  • Pro-actively supports customers via voice and non-voice channels and strives to resolve customer queries at the first point of contact
  • Confidently interacts with customers to resolve all aspects of service related queries
  • Demonstrates a competent level of knowledge and expertise when assisting customers with their on-line journey
  • Manually verifies and validates customer documentation received to support loan applications within the documented referral framework
  • Has detailed conversations with customers to assist with validating documentation
  • Demonstrates attention to detail when manually validating income and expenditure to support customer applications where needed
  • Approves / Declines applications following manual documentation validation and/or affordability assessment
  • Confidently builds rapport with customers when undertaking outbound completion calls prior to funds disbursement to effectively validate key information provided throughout the application process
  • Identifies potential vulnerability triggers when interacting with customers and follows appropriate questioning models to assess whether the customer may benefit from additional tailored specialist support with their application or managing their loan
  • Ability to identify potential fraudulent activity whilst undertaking manual validation where needed in the application journey and follows processes referrals are made to the relevant Team
Skills and Experience
About You
The skills, experience and qualifications you will have:
  • Strong communicator with the ability to build rapport and effective working relationships
  • Experience of reviewing lending documents
  • Experience of communicating with customers with voice and non-voice applications
  • Good level of written communication
  • Good knowledge of FCA principles
  • Methodical when assessing customer information
  • Thorough with excellent attention to detail
  • Previous experience of working in a customer facing FCA regulated environment
  • High level of technical skills to work with various systems

  • A minimum of 5 GCSE’s with a minimum of grade C / 5 in English and Maths
  • Desirable - educated to A level standard

The Benefits
The satisfaction of working for a successful and ethical business who are here to help people is a big benefit of joining us, but it is not the only one. We will invest in your development, giving you the support and training to become better and better at your job. We take the work/life balance seriously, with plenty of flexible working options. Working in in a relaxed yet dynamic environment, you will find your opinions are valued and listened to. We offer an attractive, competitive salary and benefits package for everyone including:
  • Competitive base salary and rewards
  • Discretionary bonus scheme
  • 25 days holiday entitlement, which will increase with length of service.
  • Pension Scheme
  • Extensive opportunities for personal and career development
  • Flexible and dynamic working policies

Inclusion & Diversity statement
We know that by having a better, more inclusive culture and a diverse group of colleagues, we can support our customers and each other in the best way possible. We also believe this goes a long way to helping us live our purpose and defines why we are here in the first place: to help put people on a path to a better everyday life.
We are an equal opportunities employer and we want people to join us no matter how they identify, their sexual orientation, marital or civil partner status, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.
We want to attract and retain the best people. So, we make sure that, if people need it, they are given all the extra support and reasonable adjustments to take part in any part of our application or interview process. We have also got lots of colleagues who choose to work flexibly, so please feel free to talk to us about how you prefer to work at any time.
We think that if you can be yourself in the workplace, you will do your best work and enjoy being part of the team. And as a business we get to benefit from that and to celebrate all the wonderful things that diversity brings.