Mars Capital
Financial Services
CustomerServiceExecutive
“Customer Service Executive at Mars Capital. Skills: Customer service, Loan servicing, Customer interaction management. Manage inbound and outbound calls for the servicing of customer loan accounts. Ensure system records are maintained and updated following every customer interaction”
What You'll Achieve.
Positively contributing to the achievement of agreed SLA’s; Consistently demonstrate that “the customer is at the heart of everything we do” through their engagement with customers, and through the resolution of queries and issues in a timely and effective manner
Industry & Context.
Investigate, review and negotiate at individual account level, to ensure the correct customer outcome is achieved; Take ownership of errors and complaints received, managing the customer experience to a successful resolution
What They're Looking For.
Must Have
Previous Contact Centre / Customer Service experience, Computer literate, with the ability to quickly learn new systems, Good interpersonal & communication skills with the ability to interact with colleagues and customers, providing a positive, proactive service, Ability to react and deal with change in a fast-moving environment, processing high-volume data within tight deadlines, Proven ability to be accountable for and follow all defined procedures, controls, and instructions, Good attention to detail, accuracy, and ability to multitask, To work within and be compliant at all times with all relevant regulations and legislation applicable to this role
Nice to Have
Previous financial services experience, Financial services qualification such as QFA / APA
What You'll Do.
Manage inbound and outbound calls for the servicing of customer loan accounts
Ensure system records are maintained and updated following every customer interaction
review and negotiate at individual account level
to ensure the correct customer outcome is achieved
Liaise with internal teams in relation to the expediting of required information
Complete general loan administration duties such as issuing mortgage statements
redemption statements and ad hoc manual letters
Consistently record incidents immediately on detection of errors and engages with Risk Owner to resolve where required
Take ownership of errors and complaints received
managing the customer experience to a successful resolution
How You'll Work.
Team & Collaboration
Liaise with internal teams in relation to the expediting of required information; Contribute to the team and customers by generating continuous improvement ideas
Communication Scope
Good interpersonal & communication skills with the ability to interact with colleagues and customers, providing a positive, proactive service
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