ABOUT THE TEAM:

InterBay Asset Finance began in 2018 with a simple vision: to be a lender that unlocks business’ potential. Treating every case with respect, with the aim to take as much hassle away as possible.
We are looking for a Customer Service Officer, with a background in Asset Finance to be part of our small, close-knit team at InterBay Asset Finance. You will play a crucial role ensuring the support to our customers & brokers is provided at the highest level of customer satisfaction.

ABOUT US:

At OSB Group, we understand how much our people bring to our organisation, which is why we try our best to give back too! Our Purpose is to help our customers, colleagues and communities prosper and we are on a transformation journey to become ‘the bank of the future’.
Our commitment to professional development, flexible working, and employee well-being fosters a dynamic and supportive workplace.

DO YOU HAVE THE SKILLS?

We are looking for talented individuals who have the skills set out below:

• Good knowledge of asset finance
• Advanced previous experience in a customer service role
• Strong previous experience of administration
• Excellent attention to detail, accuracy and communication skills

WHAT YOU WILL BE DOING:

As Customer Service Officer, you will be part of a growing area of the business where no two days are the same. You will have the opportunity to ensure a seamless customer journey is provided to InterBay Asset Finance’s customers and brokers, continually analysing the current process, and looking at improvements that will enhance the relationships and maximise customer satisfaction.
You will bring a proactive mindset and a passion for continuous improvement, playing an integral role in supporting The Group to deliver first-class service and continue to thrive and grow.

Your responsibilities will include…

• Managing all aspects of the customer journey ensuring timely responses to customer enquiries, direct or indirect via brokers, via phone, email and letter.
• Carrying out regular analysis of the service and performance provided for customers ensuring that KPI’s are met and utilising the data to continually improve the customer journey.
• Proactively problem solving and identifying pinch points within the customer journey ensuring a seamless experience.
• Managing customer disputes to resolution, working with the Internal functions to ensure any formal issues are resolved.
• Managing the invoicing and Direct Debit runs, taking responsibility for ensuring accuracy and provide a range of financial statements and copy documents to customers.
• Proactively managing the handling of all HPI alerts, ensuring the timely action is taken in liaising with all relevant parties and make recommendations to management.
• Working with other internal Functions to ensure the smooth handling of Variation Agreements, Novation requests and Substitution of Goods requests.