Operations is our customer facing function within Amigo. Throughout the end to end customer journey, there is always an appropriately trained UK based customer ambassador who is available to talk to our customers. Some of our customers choose to self-serve as much as possible on-line, but for those who would rather be guided through the application process with one of our team, then that’s what we do. Customers (known as Applicants internally) and their designated guarantors are assisted through the whole loan process until funds are approved and sent to the relevant account. Further interaction with the operations team can be for a multitude of reasons; from servicing the account with basic information changes such as name or address, through to getting help and the best resolution when issues arise such as unforeseen financial difficulties.
All our customer ambassadors go through a rigorous training programme to ensure that they are equipped to deal with all stages of the customer journey. Being a customer of Amigo is very important to us and we seek to understand their needs and wants. We continually strive to achieve best in class customer service which we know helps to make our loan product extra special.
Our customers and customer ambassadors working together is key to our front line operation.
There are various career paths which operational team members can follow, and these tend to be driven by their own skill set and particular areas of interest. The following profiles highlight some of the ‘journeys’ that our employees have taken. As we have said, there are no functional boundaries.