Case Officer/Costumer Support - Amoreiras/Lisboa

Are you customer-focused, an excellent communicator and wanting a job which makes a positive impact on people’s lives?

About us:

At PayPlan we help people who are in debt, by providing free advice and debt solutions based around what people can afford to repay. We take pride in our work and are committed to making a positive impact on our clients’ lives. 

PayPlan is part of the Totemic Group - a portfolio of businesses that understand people’s financial situations and provide the best possible outcomes for every client. We are fully authorised and regulated by the UK Financial Conduct Authority (FCA), Insolvency Practitioners Association (IPA) and other regulatory businesses.

The role:

A Case Officer / Adviser is responsible for supporting our clients in their debt management journey. Ensuring they receive appropriate information and support to manage their financial situation.

You will be assisting clients who are residents in the United Kingdom, and all our work is conducted in English.

We are looking for people with:

·        Excellent command of written and spoken English

·        Exceptional customer service skills

·        A great team player with the confidence to work independently

·        Attention to detail and ability to make evidence based decisions

·        Computer literate and able to adapt to new IT systems and channels of client communication

Requirements:

• Making and receiving calls, sending and receiving emails, SMS, WhatsApp and instant messages to and from clients.

• Proactively gain trust with clients by building rapport, listening, acknowledging, showing empathy and guiding them through the processes.

• Ensuring communications with clients are relevant to the process and helpful to the client. Always being mindful of needs and expectations

• Building and maintaining strong working relationships with colleagues and third parties.

• Following the departmental processes, seeking guidance and support where needed.

• Always entering, updating, and maintaining information accurately. Ensuring all relevant details are covered and recorded.

• Ensuring that appropriate levels of technical and process knowledge are maintained, with any concerns being highlighted to your Team Leader.

• Suggesting change where you identify inefficient or ineffective working practice. 

We offer:

- An informal and happy work environment in a central Lisbon office.

- Possibility of Hybrid Work

- Competitive Base Salary plus bonus and Lunch Allowance, Travel allowance

-Wellbeing Support

- Full training that delivers all the skills you’ll need to be successful in your new role and providing our clients with an excellent service

-35 hours a week - Monday to Friday - whithin the hours 8:00 am to 8:00 pm