Job Opportunities API

Responsible for supporting the Customer Service and Dealer Support teams by managing ECM cases and assigned operational tasks to deliver outstanding customer service and quality in accordance with agreed Service Level Agreements (SLAs). The role requires close collaboration with Sales, Operations, and other internal stakeholders to ensure timely, accurate, and effective case resolution. ESSENTIAL DUTIES & RESPONSIBILITIES: Responsibility: Manage and action client requests through ECM cases, ensuring all updates are accurately recorded and maintained. Ensure ECM cases are updated within required SLAs, including mandatory updates where applicable. Complete scheduled and recurring operational tasks, some of which may be tracked or completed outside of ECM, in line with team processes. Follow daily and ad‐hoc tasks outlined and communicated via the team’s Microsoft Teams channel. Maintain accurate and comprehensive records for every client’s interaction or action taken. Communication: Act as a point of contact between Sales, Clients, Operations, Dealer Support, Relationship Management, and Account Management teams. Handle communications related to ECM cases, ensuring responses are clear, professional, and within agreed SLAs. Provide support and guidance to internal and external stakeholders in relation to pre‐payment and deal‐related queries. Escalate challenges, risks, or blockers to the Team Lead in a timely manner. Maintain focus on personal and team goals while ensuring service quality is consistently met. Quality: Take ownership of assigned client cases and operational tasks, ensuring accuracy and attention to detail. Act as a Subject Matter Expert (SME) for ECM case handling and process adherence. Promote and share best practices across the team. Ensure compliance with internal policies, regulatory, and risk requirements. Achieve and maintain 95% or above on QA scores for customer contacts. Build and maintain strong knowledge of the relevant payment platforms and internal systems to deliver effective resolutions. Development: Take ownership of individual objectives and continuous improvement. Complete all assigned training within required timeframes. Actively work towards and deliver on GPS goals. Partner with the Team Leader on personal development planning. Identify knowledge or skill gaps and proactively seek development opportunities to improve service delivery. Reporting: Utilize ECM reporting to track case updates and outstanding actions. Provide standard and ad‐hoc reporting to internal stakeholders, clients, or agents as required. Support periodic reporting for Special Handling clients where applicable. Escalation: Take personal responsibility for identifying and preventing potential financial or client risk. Ensure correct escalation procedures are followed at all times. Keep the Team Lead informed of client complaints, issues, or potential retention risks. Escalate suspected fraudulent payments immediately. Act as the first point of contact for escalations related to assigned clients or ECM cases. EXPERIENCE REQUIREMENTS: High School diploma completed Experience of a busy team in a client-facing function within the financial services sector A passion for excellence in customer service and customer management, along with a proven track record for embedding this passion in team culture Ability to lead by example and deliver service excellence to customers Maintain and exceed targets and meet tight deadlines Able to identify own development areas and training needs Excellent communication and listening skills with the ability to network and build internal/external relationships at all levels Ability to influence others to a desired outcome Highly driven, with strong desire to succeed Analytical capacity and innovative problem-solving skills High degree of professiona