Collections Executive

Talent Acquisition Team Lead @ Evolve | Recruitment Consulting Expert

Our client is a leading specialist mortgage lender who provides award-winning products. Due to expansion, they’re looking to recruit a Financial Support Specialist paying up to £30,000, plus a 12.5% annual bonus taking your total package to £33,750. This is to be based from their office in Chatham.

You will undertake all aspects of financial support activity utilizing inbound and outbound technology, confidently negotiating payment arrangements or alternative solutions for individual customer situations, to minimize bad debts.

What is expected of the Financial Support Specialist?

• Communicating effectively with customers to understand their financial situation, asking exploratory questions to ensure a thorough understanding of their circumstances to agree suitable arrangements for repayment.
• Using a variety of communication channels to ensure timely interaction with customers, predominantly via telephone, but also via email and letters.
• Ensuring a consistently high level of customer service through all communication methods, using appropriate tools and methods available.
• Making business and customer-oriented decisions on suitable next steps while ensuring there is a good customer outcome throughout the journey – examples of this could include looking at reduced payments and other forms of forbearance to referring to management to apply for eviction dates.
• Identifying customers that show signs of vulnerability and working within the Group’s framework to ensure suitable steps are taken.
• Updating system notes to accurately reflect the conversation with the customer.
• Developing your overall performance based on feedback shared from the Quality Assurance team regarding the quality of your call handling, case handling, and effectiveness.

What we look for in a Financial Support Specialist?

• Previous experience in either a financial support, arrears, or credit control role.
• Comfortable speaking to customers on the phone.
• Strong verbal negotiation, communication, empathy, and listening skills.

What the Financial Support Specialist will receive?

• Up to £30,000.
• Up to 12.5% annual bonus (total package £33,750).
• 28 days annual leave plus bank holidays.
• Access to Private Medical Insurance and Medical Cash Plan.
• Additional benefits such as Cycle Purchase scheme, Technology Purchase scheme, Season Ticket Loan, Holiday purchase/sell schemes, Employee Perk Portals, Payroll giving, and save as you earn scheme.

Seniority level

Associate

Employment type

Full-time

Job function

Accounting/Auditing and Customer Service

Industries

Financial Services, Banking, and Insurance

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