Posted: March 10, 2023 By Dillon Green

A Day in the Life of a Customer Operations Executive with Dillon Green

Dillon Green, Customer Operations Executive at Liberis shares what a 'day in the life' looks like.

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What’s your name, what do you do at Liberis and where in the world do you work?

Hi, I’m Dillon, and I work in the Customer Operations team based in London.

Our goal is to provide a first-class service to our Partners and Customers. The Customer relationship is passed on to us by the Sales team, and our task is to onboard our customers as quickly as possible as well as to fund them without complications in cooperation with the Sales, Underwriting and Finance teams.

From the moment you wake up in the morning, what do you look forward to for the day ahead?

I look forward to funding as many new and existing applications so as a team we can hit the required targets. In addition, so we can deliver an efficient and quality service to all our customers and in doing so have a positive impact on their business.

Describe a typical day for you in your role. 

A typical day for me would be working on the funding aspects, receiving new applications from the Sales team, ensuring all required checks are performed before the funds get disbursed. I will also contact the customer for additional documents and perform credit checks.  Once the application is approved and the finance agreement is sent, I will contact the customer to provide them with the good news and provide them with the timescale for funding once the agreement is signed.

Throughout the day I would also answer inbound calls and emails from both new and existing customers. I would deal with everything from general queries, complaints, statement requests, contracts and payment queries and change of entities or providers. The queries can vary each day so we aim to identify any trends there might be and make sure all customer facing teams are aware to avoid an influx of the same query.

What advice would you give a colleague whose just joined your team?

I would say don’t put too much pressure on yourself. Take it day by day while adapting to your new working environment and role. Reach out to any team member and ask as many questions as possible.

Are you office based, remote or hybrid? What are the pros and cons, if any?

Hybrid – I work three days from the office and two remotely. Pros of working from home is that it provides great flexibility and there are very few distractions. However, a con with remote working is that your unable to approach any colleague whenever you want to discuss something.

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