Christopher Knap Email & Phone Number

Bristol, England, United Kingdom

Avonmouth, England, United Kingdom

Ipswich, United Kingdom

Cardiff, Wales, United Kingdom

Ipswich, United Kingdom

Ipswich, United Kingdom

• To proactively contact borrowers, at various stages of arrears, with a view to completing affordability checks in order for the borrower to get up to date with their payment agreements and where appropriate apply.
• Analysing an Income and Expenditure form and supporting documentation to be able to agree and formalize an arrangement with the borrower to repay their arrears.
• Taking debit card payments.
• To work within a FCA Regulated Environment applying the rules and regulations which they impose and liaising with external agencies and referring customers in this direction if necessary.
• Liaising with solicitors regarding litigation actions taken against the borrower(s).
• I was then asked to go into a team dealing with the term expiry accounts. Once we had got the company up to date with these accounts I was chosen to become part of a new team dealing with BTL accounts.

Ipswich, United Kingdom

• Due to my consistent ability to meet and exceed the targets set as a Conversion Handler, I was offered the opportunity to move to the Insure the Box department, which involved selling insurance to customers directly.
• The policy involved fitting a telematics box to the car to monitor driver performance. This is a very niche product and can be complex, so a clear and direct approach was necessary.
• Insure the box trains multi skilled consultants which means the inbound calls would be either sales, renewals or customer service. It would also be necessary to make outbound calls to clients where a follow-up call was.
• This role also had targets which were for the amount of sales and renewals sold daily and a separate target for including add-ons
• Bonus was subject to call performance as Insure the box prides itself on their customer service

Ipswich, United Kingdom

• Support the team leader through meeting my own, team and business objectives
• Identify service improvements as appropriate and contributing to problem solving process to deliver them
• Meeting day-to-day operational requirements and deadlines in a timely and effective manner
• Strictly adhering to legal and other contractual requirements, such as data protection and confidentiality
• Escalating issues promptly and effectively when unable to resolve
• Liaise with recovery companies (ARL)

• The job entails;
• Ensuring the correct operation of prepayment customer accounts through the management and processing of phone calls / electronic messages / emails from power company customer service teams.
• Managing correction of errored messages by investigation and analysis of accounts.
• Create or amend accounts when instructed by the power companies.
• Support the team leader through meeting my own, team and business objectives.
• Identify service improvements as appropriate and contributing to problem solving process to deliver the improvement.