At a Glance
- Tasks: Support customers in financial difficulty and implement effective recovery strategies.
- Company: Join a leading bank focused on customer care and support.
- Benefits: Competitive salary, flexible hours, and opportunities for personal growth.
- Other info: Fast-paced environment with a focus on teamwork and individual development.
- Why this job: Make a real difference by helping customers navigate financial challenges.
- Qualifications: Experience in collections and strong communication skills are essential.
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.
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 Glasgow employer: Aimee Willow Connex Ltd
As a Customer Support & Collections Associate, you will thrive in a supportive and dynamic work environment that prioritises employee growth and development. Our company fosters a culture of empathy and teamwork, 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 compliance and customer care, we offer unique opportunities for career advancement in the heart of the financial sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support & Collections Associate in Glasgow
✨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 successfully navigated tricky situations with customers. Be ready to share these stories in your interviews.
✨Tip Number 4
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 Glasgow
Some tips for your application 🫡
Know the Role Inside Out:Before you start writing, take a good look at the job description. We want to see that you understand the ins and outs of the Customer Support & Collections Associate role. Highlight your relevant experience and skills that match what we're looking for!
Show Off Your Communication Skills:Since this role is all about connecting with customers, make sure your application reflects your exceptional communication skills. Use clear and concise language, and don’t shy away from showcasing any previous customer service experiences that demonstrate your ability to empathise and resolve issues.
Be Authentic and Personable:We love a bit of personality! Don’t just list your qualifications; let your unique voice shine through. Share a brief story or example that illustrates your problem-solving skills or how you've helped a customer in the past. This helps us see the real you!
Apply Through Our Website:When you're ready to submit your application, make sure you do it through our website. It’s the best way for us to keep track of your application and ensures you’re considered for the role. Plus, it’s super easy!
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 examples that highlight your exceptional communication skills. Think of situations where you’ve successfully engaged with customers, especially those in difficult circumstances. This will demonstrate your ability to empathise and connect with clients.
✨Be Ready for Problem-Solving
Expect questions that assess your problem-solving abilities. Prepare to discuss how you've handled complex customer queries or dissatisfaction in the past. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Demonstrate Emotional Intelligence
Think about how you can convey your emotional intelligence during the interview. Share experiences where you’ve shown resilience and empathy, particularly when dealing with vulnerable customers. This will highlight your suitability for the role.
