Provide direct support to UK customers handling inbound/outbound calls and emails, ensuring FCA-compliant outcomes, accurate case documentation, and timely resolution. You will contribute to team KPIs, escalate complex cases, and support continuous improvement initiatives. 

Responsibilities 

• Handle inbound and outbound calls and email correspondence with UK customers professionally and compliantly 
• Validate customer information and supporting evidence to ensure accurate case handling 
• Maintain accurate, detailed records in Salesforce CRM for all interactions 
• Escalate complex, high-risk, or unresolved cases to Senior Agents or Team Leaders 
• Resolve customer queries and complaints within delegated authority, exercising judgment where appropriate 
• Adhere to FCA rules, Treating Customers Fairly (TCF) principles, and internal policies always 
• Participate in Quality Assurance (QA) evaluations, implement feedback, and continuously improve performance 
• Meeting service metrics: call handling times, first contact resolution, email response times, and case closure volumes 
• Support team initiatives, process updates, and new campaigns by adapting to procedural changes quickly 
• Contribute to MI reporting by ensuring data is complete and accurate in Salesforce CRM 
• Identify trends, common issues, or potential compliance risks, and report them to Team Leaders 
• Assist with training refreshers or knowledge sharing sessions for peers 
• Ensure confidentiality and data protection in line with UK regulations 

Minimum Qualifications / Skills 

• Matric Certificate with English D result or better 
• Experience in customer service, collections, or financial services 2+ Years  
• Knowledge of financial services operations and regulatory environment 
• B2-level English proficiency (spoken and written) 
• Strong written communication skills for email correspondence 
• Comfortable working UK operating hours