Customer Support and Collections Associate

The Vacancy

OVERALL SUMMARY
At [Employer hidden — sign up to reveal] we look to recruit individuals from all different backgrounds... Join the [Employer hidden — sign up to reveal] Asset Finance (CBAF) Team where you will assist our customers in financial difficulty... While this role is advertised in Manchester, we are also open to someone working from our Glasgow offices too.

RESPONSIBILITIES

• Mitigate losses to the bank through early engagement with customers in financial difficulty and deployment of appropriate collections and recoveries strategies
• Confidentially and empathetically communicate with customers through channels including telephone, post and email
• Understand customer circumstances through appropriate techniques, including structured questioning and use of income and expenditure analysis
• Provide clear explanations of repayment options and independent sources of debt advice to empower customers to make informed decisions
• Identify and respond to customer vulnerability ensuring an appropriate level of care

Policies & Procedures

• Apply the [Employer hidden — sign up to reveal] Collections and Recoveries Standards...
• Identify and log customer dissatisfaction...
• Escalate complex queries...
• Identify improvements...
• Ensure all Governance and Compliance requirements are adhered to

WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE:

• Prior experience in collections/recoveries in relation to lending products
• Experience with vulnerable customers
• Exceptional communication and interpersonal skills
• Excellent analytical skills
• Emotional intelligence, resilience and empathy
• Strong teamwork skills

IT IS NOT ESSENTIAL BUT IT WOULD BE GREAT IF YOU HAVE/CAN:

• Deliver excellent customer service via previous customer facing roles with telephony skills
• Knowledge of collections and recoveries regulatory requirements
• Proficiency in Alfa Financial Software

We are committed to providing an inclusive and accessible recruitment process. For adjustments, email [Employer hidden — sign up to reveal] or request a call back.

The Company

[Employer hidden — sign up to reveal] is a UK specialist banking group... [Employer hidden — sign up to reveal] Group plc is listed on the London Stock Exchange. At [Employer hidden — sign up to reveal], we are here to help people and businesses thrive over the long term.

The Benefits

• Private medical
• Discounted health checks
• Stakeholder pension contribution
• Gym discounts
• Cycle to work scheme
• Purchase additional holiday

Published 3 months ago | Closing in 22 days

To apply, visit [Employer hidden — sign up to reveal] careers page or use the application form.