At a Glance
- Tasks: Help customers navigate financial challenges and provide tailored support.
- Company: Join a leading bank focused on customer care and support.
- Benefits: Competitive pay, flexible hours, and opportunities for growth.
- Other info: Fast-paced environment with a focus on teamwork and personal development.
- Why this job: Make a real difference in people's lives while developing valuable skills.
- Qualifications: Experience in collections or customer service, strong communication skills.
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
- 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.
WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE:
- 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.
IT IS NOT ESSENTIAL BUT IT WOULD BE GREAT IF YOU HAVE/CAN:
- 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 East Kilbride employer: Aimee Willow Connex Ltd
As a Customer Support & Collections Associate, you will thrive in a supportive 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. Located in a vibrant area, we offer competitive benefits and opportunities for advancement, making us an excellent employer for those seeking a rewarding career in customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support & Collections Associate in East Kilbride
✨Tip Number 1
Get to know the company inside out! Research their values, products, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since this role is all about connecting with customers, try role-playing scenarios with friends or family. This will boost your confidence and help you handle tricky situations with ease.
✨Tip Number 3
Be ready to showcase your problem-solving skills! Think of examples from your past experiences where you've successfully navigated challenges. This will demonstrate your ability to think on your feet and provide great customer outcomes.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen to join us at StudySmarter!
We think you need these skills to ace Customer Support & Collections Associate in East Kilbride
Some tips for your application 🫡
Know the Role Inside Out:Before you start writing, 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 us you're the perfect fit!
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 how you can connect with people!
Be Inquisitive and Problem-Solving:We love a candidate who’s curious and proactive! Highlight instances where you've used your problem-solving skills to tackle customer issues or improve processes. This will demonstrate your inquisitive nature and initiative, which are key to succeeding in this role.
Apply Through Our Website:Once you’ve polished your application, make sure to apply through our website. It’s the best way for us to receive your details directly, and we can’t wait to see what you bring to the table. Don’t forget to double-check everything before hitting that submit button!
How to prepare for a job interview at Aimee Willow Connex Ltd
✨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 the role involves dealing with vulnerable customers, be ready to discuss how you’ve handled sensitive situations in the past. Highlight your emotional intelligence and ability to provide support while maintaining professionalism.
✨Ask Insightful Questions
At the end of the interview, don’t shy away from asking questions. Inquire about the team dynamics, the challenges they face, or how they measure success in customer outcomes. This shows your genuine interest in the role and helps you assess if it’s the right fit for you.
