Customer Support Agent (UK Lending Company) at Staff Domain Inc.

📍 Job Overview

Job Title: Customer Support Agent (UK Lending Company)
Company: Staff Domain Inc.
Location: Philippines (Ortigas, Alabang, Pampanga, or Cebu)
Job Type: Full-time
Category: Customer Support
Date Posted: June 18, 2025
Experience Level: Entry-level to 2 years
Remote Status: On-site/Hybrid (with remote work options)

🚀 Role Summary

Handle inbound and outbound customer communications regarding loan accounts, ensuring fair treatment and compliance with FCA guidelines.
Negotiate and establish affordable repayment plans, reducing delinquency and default rates.
Collaborate effectively within the team to maintain a supportive and high-performing environment.
Meet departmental KPIs and SLAs, including quality assurance standards.

📝 Enhancement Note: This role requires a strong understanding of FCA regulations, particularly regarding vulnerable customer treatment, and excellent communication skills. Experience in financial services or customer support is preferred.

💻 Primary Responsibilities

Customer Interaction: Handle inbound calls and emails from customers across all stages of the Recoveries process with accuracy, empathy, and professionalism.
Outbound Calls: Conduct outbound calls to follow up on due and overdue accounts, offering tailored support and affordable repayment options.
Vulnerable Customer Care: Identify signs of customer vulnerability and apply FCA-compliant practices to ensure fair and appropriate treatment.
Record Keeping: Accurately record all customer interactions and outcomes in the system.
Payment Plan Negotiation: Negotiate and establish realistic and affordable payment plans that help customers regain financial stability.
Performance Metrics: Work to reduce delinquency and default rates across assigned accounts and meet departmental KPIs and SLAs.
Team Collaboration: Build and maintain positive relationships with customers and internal teams, contributing to a supportive, high-performing environment.
Feedback and Improvement: Provide regular feedback to line managers to improve customer experience and operational efficiency.

🎓 Skills & Qualifications

Education: A bachelor's degree or equivalent experience in a relevant field (e.g., Business, Finance, or Customer Service).

Experience: 0-2 years of experience in financial services, customer support, or a related field.

Required Skills:

Strong knowledge of FCA regulations, especially regarding vulnerable customer treatment.
Excellent verbal and written communication skills.
Confident, empathetic, and customer-focused approach.
Ability to handle sensitive conversations with care and professionalism.
Experience in financial services or customer support (preferred).

Preferred Skills:

Proven track record in meeting and exceeding performance targets.
Ability to thrive in a fast-paced, target-driven environment.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: PHP 23,000 - 25,000 per month (based on local market standards and experience level).

Benefits:

HMO, Dental, and Life Insurance for you and one free dependent from day one (with the option to enroll additional dependents).
Paid Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversary).
Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more!

Working Hours: 9:00 AM - 6:00 PM (UK Time) / 4:00 PM - 1:00 AM (Philippine Time) with a 1-hour lunch break.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Lending)

Company Size: Medium (1,001 - 5,000 employees)

Founded: 2005

Team Structure:

The Recoveries Team is part of the Customer Operations department, which also includes Customer Service, Collections, and Fraud teams.
The team consists of Customer Support Agents, Team Leaders, and a Team Manager.
The team follows a flat hierarchy, with regular communication and collaboration between team members and management.

Development Methodology:

The team follows Agile methodologies, with regular sprint planning, stand-up meetings, and retrospectives.
Quality assurance is ensured through regular monitoring, feedback, and continuous improvement processes.

Company Website: www.staffdomain.com

📝 Enhancement Note: Staff Domain Inc. is a global financial services company that offers a range of lending products and services. The company values customer-centricity, innovation, and continuous improvement.

📈 Career & Growth Analysis

Customer Support Agent Career Level: Entry-level to 2 years of experience, focusing on handling customer interactions, negotiating repayment plans, and ensuring compliance with FCA guidelines.

Reporting Structure: Reports directly to the Team Manager, with regular communication and feedback from Team Leaders.

Technical Impact: Customer Support Agents play a crucial role in maintaining customer satisfaction, reducing delinquency, and ensuring compliance with FCA regulations.

Growth Opportunities:

Team Leader: After 1-2 years of proven performance, Customer Support Agents may be promoted to Team Leader, overseeing a team of agents and contributing to team management and strategy.
Specialist Roles: With experience and expertise, Customer Support Agents may transition into specialist roles, such as Vulnerable Customer Specialist or Fraud Specialist.
Customer Operations Management: Proven leadership and management skills may lead to opportunities in Customer Operations management, overseeing multiple teams and contributing to departmental strategy.

📝 Enhancement Note: Career progression in this role is based on performance, skills development, and demonstrated leadership potential. The company offers various training and development opportunities to support career growth.

🌐 Work Environment

Office Type: Modern, collaborative workspace with open-plan offices, dedicated team spaces, and breakout areas.

Office Location(s): Ortigas, Alabang, Pampanga, and Cebu.

Workspace Context:

The workspace is equipped with ergonomic furniture, multiple monitors, and high-speed internet access.
Agents have access to dedicated team spaces for collaboration and brainstorming sessions.
The office environment encourages cross-functional collaboration between teams, with regular all-hands meetings and team-building activities.

Work Schedule: Rotating shifts to cover the UK business hours, with a 1-hour lunch break and regular breaks throughout the day.

📝 Enhancement Note: The work environment at Staff Domain Inc. is designed to support collaboration, innovation, and work-life balance. The company offers flexible working arrangements, including remote work options, to accommodate employee needs.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to assess communication skills, customer focus, and understanding of the role.
Behavioral Interview: A structured interview focusing on problem-solving, customer care, and teamwork skills.
Role-Play Scenario: A practical exercise simulating customer interactions and repayment plan negotiations.
Final Interview: A meeting with the Team Manager to discuss career goals, expectations, and cultural fit.

Portfolio Review Tips: N/A (not applicable for this role)

Technical Challenge Preparation: N/A (not applicable for this role)

ATS Keywords: Customer Support, FCA Regulations, Vulnerable Customer Care, Negotiation, Communication Skills, Problem Solving, Financial Services, Customer Service, Collections, Recoveries.

📝 Enhancement Note: The interview process for this role focuses on assessing communication skills, customer care, and problem-solving abilities. Candidates should demonstrate a strong understanding of FCA regulations and a customer-centric approach.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

Customer-Centricity: Putting customers first in every interaction and decision.
Integrity: Acting with honesty and transparency in all actions.
Empathy: Understanding and responding to customer needs with care and compassion.
Professionalism: Maintaining a high standard of service and conduct in all customer interactions.

Collaboration Style:

Cross-Functional Collaboration: Working closely with other teams, such as Customer Service and Collections, to ensure consistent and effective customer support.
Peer Support: Encouraging knowledge sharing and collaboration among team members to improve customer outcomes.
Regular Feedback: Providing and receiving regular feedback to continuously improve customer experience and operational efficiency.

📝 Enhancement Note: Staff Domain Inc. values a customer-centric, collaborative, and inclusive work environment. The company encourages open communication, active listening, and continuous learning to support the growth and development of its employees.

⚡ Challenges & Growth Opportunities

Technical Challenges:

FCA Compliance: Ensuring all actions and outcomes align with FCA regulations and support both customer well-being and business objectives.
Vulnerable Customer Care: Identifying and addressing the unique needs and challenges of vulnerable customers with empathy and professionalism.
Performance Metrics: Meeting departmental KPIs and SLAs, including quality assurance standards, in a fast-paced and target-driven environment.

Learning & Development Opportunities:

FCA Compliance Training: Regular training and development opportunities to stay up-to-date with FCA regulations and best practices.
Customer Care Skills: Continuous development of customer care skills, including active listening, communication, and negotiation techniques.
Career Progression: Opportunities for career progression within the Customer Operations department and the wider organization.

📝 Enhancement Note: This role presents various challenges and growth opportunities, focusing on customer care, FCA compliance, and performance metrics. The company offers training and development opportunities to support employees in overcoming these challenges and advancing their careers.

💡 Interview Preparation

Technical Questions:

FCA Regulations: Questions assessing understanding of FCA guidelines, particularly regarding vulnerable customer treatment.
Customer Care Scenarios: Behavioral questions focusing on handling challenging customer situations with empathy and professionalism.
Problem-Solving: Questions evaluating problem-solving skills and ability to negotiate affordable repayment plans.

Company & Culture Questions:

Customer Focus: Questions exploring understanding of the company's customer-centric values and commitment to customer satisfaction.
Teamwork: Questions assessing ability to work effectively within a team and contribute to a supportive, high-performing environment.
Adaptability: Questions evaluating ability to thrive in a fast-paced, target-driven environment and adapt to changing customer needs.

Portfolio Presentation Strategy: N/A (not applicable for this role)

📝 Enhancement Note: Interview preparation for this role should focus on demonstrating a strong understanding of FCA regulations, excellent communication skills, and a customer-centric approach. Candidates should also be prepared to discuss their problem-solving skills and adaptability in a fast-paced environment.

📌 Application Steps

To apply for this Customer Support Agent position:

Submit your application through the application link.
Tailor your resume to highlight relevant experience in financial services, customer support, or a related field.
Prepare for the phone screen and behavioral interview by practicing common customer care scenarios and brushing up on FCA regulations.
Research the company, understanding their customer-centric values and commitment to FCA compliance.
Prepare for the role-play scenario by practicing negotiation and problem-solving skills.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Agent (UK Lending Company)