Onboarding Specialist

Onboarding Specialist

Swindon, England, United Kingdom

Job Title: Retail Onboarding Analyst

Location: Swindon (Hybrid)

Duration: 10 months, with view to extend

Job Role

As a Retail Onboarding Analyst, you will be the first point of contact for personal lease customers during the onboarding process. You will manage incoming queries, review customer affordability, and support appeals where applications have been declined. This is a highly customer-focused role involving both phone and email communication, requiring strong organisational skills and attention to detail. No prior credit experience is needed, full training will be provided. If you have strong office and phone-based experience, a confident approach to communication, and an interest in personal finance, this could be the ideal role for you.

Customer Affordability & Review

• Review customer applications to assess affordability for a vehicle lease.
• Investigate declined applications and manage appeal cases, gathering supporting information.
• Verify details such as income, mortgage or rental payments, and other financial commitments.

Customer & Partner Communication

• Handle approximately 60–70 incoming email queries daily, providing accurate and timely responses.
• Make and receive calls to clarify application details, explain decisions, or request additional documentation.
• Build relationships with personal lease customers, retailers, and internal stakeholders.

Data & Process Management

• Accurately record and update customer information in Arval’s systems.
• Ensure all onboarding steps are completed in line with compliance and quality standards.
• Work collaboratively with credit and operations teams to ensure smooth application progression.

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