Finance and Governance Coordinator - Job Description

Interacting with customers via a variety of channels, including digital messaging and making and receiving calls within our contact centre Speaking with customers and businesses that may be experiencing difficulties (defined as in arrears/excess), exploring individual circumstances and where required, undertaking financial assessments to better understand their financial position Use a range of information available such as account feeds, previous notes and transactional information to accurately articulate the reason for arrears/excess and inform the interaction Demonstrate an ability to identify potential signs of vulnerability, how to record these and signpost to both internal and external teams/organisations that can assist Showing understanding and empathy in our interactions with customers, creating an environment that encourages rapport, defuses tension, builds trust and reflects positively on Starling Using internal resources as a reference point for departmental procedures, a guide for decision making and ultimately the delivery of good outcomes for customers Accurately update systems and records of interactions, ensuring any commitments made to customers are actioned appropriately You will evaluate the full range of available options to agree a way forward based on a shared understanding of the customer's circumstances, providing clear rationale to explain the suitability of your decisions