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For Companies At a Glance
- Tasks: Help customers navigate financial challenges through calls and support.
- Company: Join a diverse team committed to inclusivity and exceptional customer service.
- Benefits: Enjoy a supportive work environment with opportunities for personal growth.
- Why this job: Make a real difference in people's lives while developing your communication skills.
- Qualifications: Strong customer service skills and empathy are essential; all backgrounds welcome.
- Other info: We celebrate diversity and provide support throughout the recruitment process.
The predicted salary is between 28800 - 43200 £ per year.
Job Description
As a Collections Specialist, you will be providing high quality support to our customers. Your aim will be to understand a customer\’s circumstance and offer the appropriate sustainable support for customers in financial difficulties or are experiencing in-life vulnerabilities. You will be dealing with inbound and outbound enquiries from customers in all stages of arrears.
As a Collections Specialist, we are looking for someone to:
- Deal with inbound and outbound telephone calls from customers relating to early and/or late stage arrears on regulated and unregulated accounts
- Listen and question and understand the root cause of a customer\’s financial situation and work with the customer to find their needs
- Resolve customer enquiries to completion, aiming for first contact resolution where appropriate.
- Identify and attempt to resolve potential customer complaints
- Understand the needs of vulnerable customers and arrange the appropriate type of support, including signposting to organisations who can help
Qualifications
Essential:
- Collections and Recoveries experience is a must
- Ability to deal with vulnerable customers
- Experience of assessing affordability
- An excellent understanding of what a good customer outcomes looks like
- An empathetic approach to customers through active listening and effective questioning
- Excellent attention to detail
- Ability to work under pressure
Desirable:
- Experience with mortgage collections
If you feel you have some of the skills mentioned above, but not all, please do still apply and we would be happy to have a further discussion with you in regards to your suitability for the role.
Additional Information
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Together embraces diversity and inclusion, and are proud to be an equal opportunity workplace. Not only do we welcome difference – we celebrate it, support it and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds, perspectives and skills.
If you feel you\’d benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.
Please note that all successful applicants will undergo relevant employment reference, financial and criminal record checks.
Collections Specialist employer: Together
Contact Detail:
Together Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Collections Specialist
✨Tip Number 1
Familiarise yourself with common financial difficulties that customers face. Understanding these issues will help you empathise with potential customers and demonstrate your ability to provide tailored support during the interview.
✨Tip Number 2
Practice active listening techniques. During your interactions, whether in interviews or networking, show that you can listen attentively and respond thoughtfully, as this is crucial for a Collections Specialist role.
✨Tip Number 3
Research the company’s approach to customer service and their values around diversity and inclusion. Being able to discuss how your personal values align with theirs can set you apart from other candidates.
✨Tip Number 4
Prepare examples from your past experiences where you successfully resolved customer issues or complaints. Highlighting these situations will showcase your problem-solving skills and your commitment to achieving positive customer outcomes.
We think you need these skills to ace Collections Specialist
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Collections Specialist. Highlight your relevant experience in customer service and your ability to handle sensitive situations.
Tailor Your CV: Customise your CV to reflect the skills and experiences that align with the job description. Emphasise your exceptional communication skills, attention to detail, and any experience dealing with vulnerable customers.
Craft a Compelling Cover Letter: Write a cover letter that showcases your empathy and understanding of financial difficulties. Use specific examples from your past experiences to demonstrate how you have successfully resolved customer issues.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Together
✨Show Empathy
As a Collections Specialist, understanding the customer's situation is key. During the interview, demonstrate your ability to empathise with customers by sharing examples of how you've handled sensitive situations in the past.
✨Highlight Communication Skills
Exceptional communication is crucial for this role. Be prepared to discuss how you effectively communicate with customers, especially in challenging scenarios. Use specific examples to illustrate your point.
✨Demonstrate Problem-Solving Abilities
Employers want to see how you approach problem-solving. Prepare to discuss instances where you've resolved customer issues, particularly those involving financial difficulties, and how you achieved a positive outcome.
✨Prepare for Role-Play Scenarios
You may be asked to participate in role-play during the interview to assess your response to customer inquiries. Practice handling various scenarios, focusing on active listening and providing appropriate solutions.
