At a Glance
- Tasks: Help customers in financial difficulty and provide tailored support to ensure positive outcomes.
- 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 team environment with plenty of room for career advancement.
- Why this job: Make a real difference in people's lives while developing your skills in a supportive environment.
- Qualifications: Experience in collections or customer service, with strong communication and problem-solving skills.
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 and Collections Specialist in Manchester employer: Broughton Group
As a Customer Support and Collections Specialist, you will thrive in a supportive work culture that prioritises employee well-being and professional growth. Our commitment to fostering a collaborative environment ensures that you will have access to ongoing training and development opportunities, empowering you to excel in your role while making a meaningful impact on customers' lives. Located in a vibrant area, our company offers unique advantages such as flexible working arrangements and a strong focus on community engagement, making it an excellent employer for those seeking a rewarding career.
