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Risk Operations Advisor

  1. Full time
  2. Leeds
  3. Risk & Compliance

Up to 24K (DOE)

Expiry date: 08/03/2024

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Job description

This vacancy has now expired. Please see similar roles below...

Are you passionate about building positive relationships in order to deliver excellent customer service? Have you got a keen eye for detail?  Do you have excellent written and verbal communication skills? Do you want to work as part of a supportive and diverse team?

If your answer is 'yes' to all of these, keep reading.  

Want to know a little about us?

At Novuna Consumer Finance, we provide fast, flexible finance solutions for some of the UK's biggest retail brands.  Whether customers are buying furniture for their new home, an important piece of jewellery, or home electrical goods, we're passionate about delivering phenomenal customer experiences.  

We're proud to be a Top 50 Inclusive employer. We're a signatory of the Women in Finance and the Race at Work Charter and we're Disability Confident Committed

What does the role involve?

This is a 12-month fixed-term contract opportunity to join the Risk Operations team.

As a Risk Operations Advisor, you will participate and contribute by providing expert customer service to customers, retailers and victims of fraud utilising a variety of channels. You will adhere to internal and external controls to maintain brand integrity and to ensure all customers regardless of vulnerability are treated fairly and that regulatory requirements are met to ensure wherever possible enquiries are resolved at first point of contact.

This is a hybrid role with a minimum requirement of 2 days per week in the Leeds office.

Some of your key duties will include:

  • Supporting the Risk Operations Team with administration duties and customer services telephony enquires adhering to agreed SLA's
  • You will be the first point of contact, providing an exceptional customer service by assessing and resolving enquiries, requests and complaints primarily via the telephone, also by post, email or other electronic channels
  • To work in line with process, procedures and set of rules, in line with agreed Novuna Risk Appetite and Policy
  • Ensure that the relevant database entries are made with regard to actioning responses from the customers regarding referred underwriting applications and appealed/declined decisions

What are we looking for?

We have a super supportive and friendly team and wish to bring in an individual who will add further value to our working culture and environment. Every call you take with our customers will be unique, therefore you will come with strong skills in evaluating the customers enquiries to accommodate accordingly. You will demonstrate a mixture of empathy, assertiveness and compassion as well as possessing good objection-handling skills.   

Also, we're looking for the following: 

  • Excellent customer service skills gained from either a phone-based or retail customer service background
  • Versatile and adaptable to support our many different customers and retailers
  • A strong communicator both on the phone and in writing
  • Proven knowledge and proficiency in Microsoft Office

What can we offer you?

At Novuna we take our people promise seriously. If you join us, you'll have a chance to make a difference, opportunities to learn, and time to shine.

In addition to a market-benchmarked salary and excellent bonus scheme, our offer to you includes:

  • Flexible hybrid working
  • 25 days' holiday, plus bank holidays and the option to buy/sell 5 days
  • Full wellbeing package including BUPA, digital GP service, 24/7 employee assistance, plus wellbeing events throughout the year

What's the next step?

Interested?  Start your application today and see what Novuna can offer you. 

Novuna has been named one of the top 50 most inclusive employers for the fourth year running and this is also reflected in our recruitment process. We are committed to ensuring our application process is inclusive and accessible to all candidates.

We're Disability Confident Committed, so if you're a person with a disability, if you're neurodivergent, or if you have a condition that you believe may affect your performance during our selection process, we'll be happy to make reasonable adjustments to our processes for you.

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