At a Glance
- Tasks: Engage with customers to provide support and implement effective collections strategies.
- Company: Join a leading bank focused on customer care and financial solutions.
- 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 customers' lives while developing valuable 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
- 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 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. Located in a vibrant area, we offer competitive benefits and a commitment to work-life balance, 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 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, it gives us a chance to see your enthusiasm for joining our team 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 in action!
Be Inquisitive and Problem-Solving:Demonstrate your inquisitive nature and problem-solving skills in your written application. Share specific instances where you’ve tackled challenges or found innovative solutions for customers. This will show us that you have the initiative and analytical skills we’re looking for.
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 application directly, and it shows you’re serious about joining the StudySmarter team. We can’t wait to see what you bring to the table!
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.
✨Be Inquisitive
During the interview, ask insightful questions about the company’s approach to customer care and how they handle vulnerable customers. This shows your inquisitive nature and genuine interest in ensuring good customer outcomes.
✨Emphasise Problem-Solving Abilities
Be ready to discuss specific instances where you've used your problem-solving skills to mitigate losses or improve customer satisfaction. Highlight your analytical skills and how you've applied them in real-life scenarios.
