At a Glance
- Tasks: Support customers in financial difficulty and develop tailored recovery strategies.
- Company: Close Brothers, a diverse and inclusive financial services company.
- Benefits: Flexible work options, competitive salary, and a supportive team environment.
- Other info: Opportunities for growth in a fast-paced, dynamic workplace.
- Why this job: Make a real difference by helping customers navigate financial challenges.
- Qualifications: Experience in collections, strong communication skills, and empathy.
The predicted salary is between 30000 - 40000 € per year.
At Close Brothers we look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life. Join the Close Brothers Asset Finance (CBAF) Team where you will assist our customers in financial difficulty, providing appropriate support and operating within your designated authority. This includes identifying tailored and effective collections and recovery strategies for our customers, whilst maintaining compliance with relevant internal and external regulatory expectations. You will need to develop a deep understanding of CBAF 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. While this role is advertised in Glasgow, we are also open to someone working from our Manchester office.
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 telephone, post and email.
- Understand customer circumstances through appropriate techniques, including structured questioning and 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 CBAF 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 required standard.
Qualifications
- 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.
- Ability to demonstrate emotional intelligence, resilience and empathy.
- Strong teamwork skills, able to collaborate effectively while maintaining individual workload in a fast‑paced environment.
Desired Skills
- 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.
We are committed to providing an inclusive and accessible recruitment process. We recognise that candidates may have specific needs that require adjustments to ensure they have a fair and equal opportunity to demonstrate their skills and abilities. Candidates who require the job description or application form in an alternative format, or any other adjustments, are encouraged to contact us by email at recruit.ssc@closebrothers.com.
Customer Support & Collections Associate in Glasgow employer: Close Brothers Asset Finance
At Close Brothers, we pride ourselves on being an excellent employer by fostering a diverse and inclusive work environment that values every individual's contribution. Our Glasgow and Manchester offices offer flexible working options, ensuring a healthy work-life balance while providing ample opportunities for professional growth and development within the financial sector. Join us to make a meaningful impact in customer support and collections, where your skills will be valued and your career can flourish.
Contact Detail:
Close Brothers Asset Finance Recruiting Team
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 Close Brothers, their values, and the CBAF team. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of their mission.
✨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 help you feel more confident when discussing sensitive topics like financial difficulties.
✨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 during your interview to demonstrate your ability to handle challenges.
✨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 that you’re proactive and keen on joining the Close Brothers team.
We think you need these skills to ace Customer Support & Collections Associate in Glasgow
Some tips for your application 🫡
Be Yourself:When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to share your unique experiences and how they relate to the role.
Tailor Your Application:Make sure to customise your application for the Customer Support & Collections Associate position. Highlight your relevant experience in collections and your exceptional communication skills to show us why you're a great fit!
Show Your Problem-Solving Skills:In your application, give examples of how you've tackled challenges in the past. We love candidates who can think on their feet and come up with effective solutions, especially when it comes to helping customers in financial difficulty.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Close Brothers Asset Finance
✨Know Your Stuff
Before the interview, make sure you understand Close Brothers' products and processes. Familiarise yourself with their collections and recoveries standards, as well as any relevant regulatory requirements. This will show that you're serious about the role and ready to hit the ground running.
✨Show Your Empathy
Since this role involves working with customers in financial difficulty, it's crucial to demonstrate your emotional intelligence and empathy during the interview. Share examples from your past experiences where you've successfully supported vulnerable customers or resolved sensitive situations.
✨Practice Active Listening
During the interview, practice active listening. This means really paying attention to the questions being asked and responding thoughtfully. It’s a key skill for this role, so showing that you can listen and engage effectively will set you apart from other candidates.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle difficult customer interactions. Prepare by thinking of specific examples where you've had to use structured questioning or income analysis to help a customer. This will highlight your analytical skills and customer-first approach.
