Sopra Banking Software works with more than 1,500 banks, building societies and specialized finance providers across more than 80 countries worldwide. We help them to develop, deliver and operationalise their digital transformation strategies. Using our suite of digital banking products and services enables these organisations to deliver remarkable financial services to their clients.

Working within our Digital Audit technology team as a Senior Customer Care Advisor you will be responsible for the overall customer experience of our digital audit customer base. You will be a primary contact for our automotive finance customer base, car dealerships across Europe, and the US.

Responsibilities:

• Offering customer service to end users/dealers across our dashboard and mobile app product range in an empathetic and courteous manner.
• Handling Inbound calls and emails to ensure customer satisfaction by resolving any issues they may encounter.
• Log calls and resolution processes.
• Escalate issues that cannot be resolved with customer interactions to the appropriate Customer Support team.
• Propose improvements to automation and exploring opportunities to reduce email and phone enquiries.
• Provide dealer training or re-training on calls if required.
• Complete and log application testing protocols.
• Manage and update Customer Training collateral.

We are interested in hearing from you, if you have most of the following attributes:

Skills, Knowledge and Experience:

• A minimum of two years previous customer service experience
• Customer oriented, enthusiastic, courteous, and motivated to take charge of customer engagement, service provision and incident resolution
• IT literate with the ability to communicate professionally via both phone and email
• Good working knowledge of Microsoft applications including Excel, Powerpoint, Word.
• Demonstrate a willingness to learn
• Must be a team player but also work on your own initiative

It would be advantageous but not essential to have;

• Knowledge of mobile operating systems: Android and iOS
• Experience of automotive / equipment funding or auto dealerships operations considered a plus but not essential
• Fluency in languages, Spanish, Portuguese, German, French.

If you do not have all of the above experience or skills we would still like to hear from you.

As part of our hiring process new employees will be required to pass a confidential consumer credit check and DBS check. This is a straight forward credit check for CCJ’s, bankruptcy and a criminal record check, however if you wish to know more about what is or is not acceptable please ask our recruitment team.

Sopra Banking Software are a certified Great Place to Work!

We offer flexible – hybrid working model of 3 days in office and 2 days working from home. All employees are supported to work from home with DSE assessments and IT equipment where required to be fully productive when remote working. 

By joining the Sopra Banking Software team you will enjoy a market competitive salary and our excellent rewards and benefits schemes including 25 days holiday with an option to buy up to 5 more, a 6% employer pension contribution, private medical insurance, critical illness cover, a health cash plan, and we offer flexible working arrangements to all employees, plus many more excellent benefits.

We take pride in rewarding our colleagues through Summer parties, treat days in the offices, and a social budget for each department.

Salary range for this role is circa €40,000 per annum

At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.

All of our positions are open to people with disabilities.