Babble

Customer Experience Manager

Client Engagement Manager

Transfer Connex

Trader

Business Development Associate

Pitney Bowes

Client Account Manager

Customer Relatations Team Leader

Customer relations Team Specialist

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Credit and Collections Team Specialist

Pearson Education Ltd

Credit Management - temporary role

Pitney Bowes Ltd

Duties Include: Job role as per Customer services Team leader with enhanced management duties flagged below.
Meet SLA's set out by company lines of business
Enusre fluidity of resources to manage call volumes and provide support the back office and collections team
Management of a team of 33 customer services agents and 3 Team leaders
Seconded to cover my Operations Managers role when required 
Conduct performance Improvement plans and implement performance management 
Interviewing and recruiting of new staff
Competent with conductiong all aspects of the Disciplinary process
Bi weekly One to One coaching, PDP's and yearly appraisals
Monitoring and reporting on agent and team productivity scores
Planning and collating staff holidays
Absence management
Management and resolution of customer complaints and escalations
Implement departmental incentives to increase productivity rates to exceed individual/team targets
Highlighting training requirements and liasing with training to get the relevant training given

Customer Services Team Manager

Duties Include:
Supervising a team of up to approximately 75 Customer Services agents			
Updating attendance files and sickness records
Performing monthly one to one's and yearly appraisals
Call Monitoring and giving feedback
Authorising paperwork and internal requests	
Monitoring agent productivity throughout the day
Dealing with customer escalations via telephone, email, and post
Performing informal/formal documented meetings with agents
Assisting with agent and customer queries
Authorise payment transfers, Fee removal requests and refunds/credits.
Covering the Customer Services Manager role when required
Dealing with new employees, including starter HR paperwork and training
Involved in Interviews/Meetings/Disciplinary hearings

Customer Services Team Leader/Supervisor

Duties Include:
Manage the debt Collection activities on the company portfolio
Ensure delinquency targets including CLP are met
Dealing with portfolio of credit accounts 		
Raising credit notes/ transferring &amp; locating monies	
Limit customer issues escalating to delinquent status
Liaising with other departments; customer services, legal			
Raising debt charge/ write offs	and ensuring all relevant information is provided for Legal decision
Produce reporting for Collections management		               
Making responsible and effective decisions regarding Corporate/ regular accounts
Search into companies financial situations
Dealing with companies going into liquidation/ Administration/ Company Voluntary Arrangement/ Receivership
Involved in development of system guidelines for Collections 
Recommending, setting and monitoring payment plans on accounts
Dealing with the recoveries process for all accounts, sole responsibility

Collections Controller - Progressed to Senior Collections                       Controller

Duties include:
Dealing with customer account enquiries
Improving account profitability.
Dealing with Credit Control
Managing corporate accounts and invoicing needs    
Training new colleagues
Liasing with Internal Departments
Reconcile daily customer credit transfers.
Provide technical support on equipment to customers to avoid engineer calls
Booking engineer calls where necessary
Promotion of credit account

Service Agent

Our aim at Transfer Connex is to offer a secure, cost effective foreign exchange payment facility for all of our clients around the world; powering next generation enterprises with a transparent, easy to use, secure payments engine that will undoubtedly transform the way businesses like yours move money around the world. 

To open a free, non-obligatory account, or to enquire about a live rate please contact me on victoria.stewart@transferconnex.com or call 0203 940 3056, you can also DM me on LinkedIn.



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