Payment Support Handler

Anderson Knight is hiring a Payment Support Handler on behalf of a leading financial services organisation. This role involves assisting customers who have fallen behind on their payments, helping them explore solutions that lead to positive outcomes. Working Hours: * Monday to Friday: 08:00 – 20:00 * Weekends: 09:00 – 18:00 * Shifts are assigned on a rotational basis to ensure full service coverage. Flexibility is essential. * Hybrid working is available after completing a 5–6 week training programme. Key Responsibilities: * Carry out collections activities in line with company policies, procedures, and regulatory requirements. * Manage customer accounts in arrears, working towards fair and positive resolutions while minimising financial losses. * Handle inbound and outbound collection calls professionally, ensuring accurate record-keeping. * Maintain high performance standards, proactively addressing challenges and meeting targets. * Conduct thorough income and expenditure assessments to determine suitable repayment plans. * Demonstrate excellent telephone communication skills, building rapport and negotiating effectively to achieve the best outcomes for customers. Requirements: * Previous experience in collections or a similar role is preferred. * Understanding of Treating Customers Fairly (TCF) principles. * A positive, open, and transparent approach to work. * Strong attention to detail. * Essential customer service experience. Benefits: * 33 days of holiday (25 days annual leave + 8 public holidays). * An extra day off on your birthday. * Discretionary bonus scheme. * 15% pension contributions. * Eyecare and private medical insurance (PMI)