At a Glance
- Tasks: Engage with customers to support their financial needs and ensure positive outcomes.
- Company: Join a leading bank focused on customer care and support.
- Benefits: Competitive pay, flexible hours, and opportunities for personal growth.
- Other info: Fast-paced environment with a focus on teamwork and career advancement.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Experience in collections or customer service, strong communication skills required.
The predicted salary is between 30000 - 40000 € per year.
You will need to develop a deep understanding of the asset finance businesses, products and processes. You'll use your exceptional interpersonal skills to deliver good customer outcomes ensuring alignment to divisional objectives. An inquisitive nature, strong initiative, problem solving skills and a customer-first approach are key to success in this role.
RESPONSIBILITIES
- Customer: 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, seeking additional support where needed.
- Policies & Procedures: Apply the Collections and Recoveries Standards, and associated procedures, to all customer dealings.
- Identify and log customer dissatisfaction in an appropriate and professional manner whilst adhering to complaints/escalation process.
- Escalate complex queries or situations that cannot be resolved at first instance.
- Identify improvements to enhance customer and/or Bank outcomes.
- Ensure that all Governance and Compliance requirements are adhered to and all reporting and reviewing activities required by the Regulatory Bodies are carried out to the standards required.
Requirements
- Prior experience in collections/recoveries, ideally in relation to lending products.
- Experience with vulnerable customers.
- Exceptional communication and interpersonal skills.
- Excellent analytical skills, with the ability to assess customer circumstances and identify appropriate strategies, applying judgement and decision making skills.
- The ability to demonstrate emotional intelligence, resilience and empathy.
- Strong teamwork skills, able to collaborate effectively while maintaining individual workload in a fast paced environment.
Not Essential:
- Deliver excellent customer service via previous customer facing roles with excellent and professional telephony skills.
- Knowledge of collections and recoveries regulatory requirements and industry standards.
- Proficiency in Alfa Financial Software.
Customer Support & Collections Associate in Manchester employer: Aimee Willow Connex Limited
As a Customer Support & Collections Associate, you will thrive in a supportive and dynamic work environment that prioritises employee well-being and professional growth. Our company fosters a culture of collaboration and empathy, ensuring that you have the resources and training needed to excel in your role while making a meaningful impact on customers' lives. With a strong commitment to career development and a focus on customer-first strategies, we offer a rewarding experience in a location that values both personal and professional achievements.
Contact Detail:
Aimee Willow Connex Limited Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support & Collections Associate in Manchester
✨Tip Number 1
Get to know the company inside out! Research their asset finance products and processes so you can chat confidently about them during interviews. This shows you're genuinely interested and ready to hit the ground running.
✨Tip Number 2
Practice your communication skills! Role-play common customer scenarios with a friend or family member. This will help you articulate your thoughts clearly and empathetically, which is crucial for this role.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you’ve successfully navigated tricky situations. Be ready to share these stories in your interviews to demonstrate your initiative and analytical abilities.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Customer Support & Collections Associate in Manchester
Some tips for your application 🫡
Know the Role Inside Out:Before you start writing your application, make sure you really understand what the Customer Support & Collections Associate role is all about. Dive into the job description and highlight the key responsibilities and skills needed. This will help you tailor your application to show how you fit the bill!
Show Off Your Interpersonal Skills:Since this role is all about communication, don’t shy away from showcasing your exceptional interpersonal skills in your application. Use examples from your past experiences where you’ve successfully engaged with customers, especially in challenging situations. We want to see that customer-first approach shining through!
Be Inquisitive and Problem-Solving:We love a candidate who can think on their feet! Highlight any experiences where you've had to use your problem-solving skills or demonstrate an inquisitive nature. Whether it’s through structured questioning or analysing customer circumstances, show us how you can tackle challenges head-on.
Apply Through Our Website:Once you’ve crafted your application, make sure to submit it through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining the StudySmarter team!
How to prepare for a job interview at Aimee Willow Connex Limited
✨Know Your Stuff
Before the interview, dive deep into the asset finance business and its products. Familiarise yourself with common collections and recoveries strategies. This will not only show your interest but also help you answer questions confidently.
✨Showcase Your Interpersonal Skills
Prepare to demonstrate your exceptional communication skills. Think of examples where you've successfully engaged with customers, especially in difficult situations. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Empathy is Key
Since this role involves dealing with vulnerable customers, be ready to discuss how you’ve handled sensitive situations in the past. Highlight your emotional intelligence and resilience, and be prepared to explain how you would approach a customer in financial difficulty.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask insightful questions about the company’s approach to customer care and collections. This shows your genuine interest in the role and helps you assess if it’s the right fit for you.
