Customer Care Professional

To support the Customer Care team of the Belgian branch of a global captive bank, we are looking for dynamic and motivated team member with relevant and hands-on experience.

You’ll engage proactively with our customers, over the phone and through our software-based communication channels. Target is to deliver an excellent customer experience and satisfaction, through personal responsibility and innovation, ensuring the on-going success of our financial services...

More concretely this means:

• Customer Relationship Management: Act as the primary contact for clients throughout their finance or lease agreements, ensuring a positive customer experience from onboarding to contract closure, always keeping the end-users of financial services (e.g., dealerships, car buyers) in mind.

• Financial Product Support: Assist customers with their inquiries, explaining terms, conditions, and policies in a clear and professional manner.

• Miles Software Utilization: Utilize Miles software to manage customer records, process financial agreements, track payments, and handle contract modifications or terminations.

• Billing & Payments Assistance: Address customer concerns regarding invoices, payments, and account statements, providing support for payment processing and resolving discrepancies.

• Contract Lifecycle Management: Oversee the entire lifecycle of financial contracts, including

activation, amendments, extensions, early terminations, and buyouts.

• Issue Resolution & Escalations: Handle customer complaints efficiently, providing solutions in line with company policies. Escalate complex cases when necessary to ensure customer satisfaction.

• Regulatory Compliance: Ensure all interactions comply with financial regulations, internal policies, and data protection laws.

• Collaboration with Internal Teams: Work closely with Sales, Finance, and Collections teams to ensure seamless communication and resolution of customer issues

Your profile

Experience:

- Previous experience in a customer service, preferably within a similar company, rendering Financial Services in the Automotive sector.

- Customer-first mindset, ensuring clients are always at the heart of interactions with Salesmen,

Dealerships and other Stakeholders.

- Technical Proficiency: Computer Literacy. Experience using Miles software is a an advantage.

- Problem-Solving Abilities: Ability to resolve issues efficiently and professionally.

- Attention to Detail: Strong accuracy in handling customer accounts and financial documentation.

- Multitasking & Organization: Ability to manage multiple customer requests and tasks efficiently in a fast-paced environment.

- Team Player: Understanding and managing your own emotions and those of your team; Maintaining a positive and empathetic attitude, especially under pressure; Addressing misunderstandings or misalignments with tact and professionalism.

- Communication Skills: Excellent verbal and written communication skills.

- Excellent knowledge of Microsoft Office (Excel, Word, PowerPoint, SharePoint, Teams, etc)

Language:

Fluent in French and Dutch, Good level of English.

You have the right DNA, this means you:

- Courage: you are ready to let go of the easy path to reach challenging targets

- Collaboration: you are a team player, respectful and inclusive in your style and you take a customer-oriented approach

- Creativity: your passion drives you to explore innovative ideas and challenge the impossible

- Curiosity: you combine imagination and fact-based observation

- Coaching: you share knowledge and feedback with your colleagues and celebrate each other’s success

Applications only open for Belgian residents with a valid work permit