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- Tasks: Support customers in financial difficulty and develop tailored recovery strategies.
- Company: Join Close Brothers, a leading UK banking group with a focus on inclusivity.
- Benefits: Enjoy hybrid working, private medical care, gym discounts, and more.
- Other info: Dynamic team environment with opportunities for personal and professional growth.
- Why this job: Make a real difference by helping customers navigate financial challenges.
- Qualifications: Experience in collections, strong communication skills, and empathy are key.
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 be 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 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 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 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.
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 email us at recruit.ssc@closebrothers.com or request a call back.
ABOUT US
At Close Brothers we support employees to balance their work life priorities and in this role you will be able to enjoy a mixture of hybrid working. Close Brothers is a leading UK merchant banking group providing lending, deposit taking and securities trading. We employ approximately 3,000 people, principally in the United Kingdom and Ireland. Close Brothers Group plc is listed on the London Stock Exchange and is a constituent of the FTSE 250.
To find out more about Close Brothers, please visit our careers page: https://www.closebrothers.com/careers
To find out more about life at Close Brothers: https://www.closebrothers.com/life-close-brothers#374017299-899295541
To find out more about our benefits: https://www.closebrothers.com/employee-benefits
To find out more about our commitment to creating an inclusive environment: Our Responsibility - Diversity and inclusion ¦ Close Brothers Group
The Benefits
- Private medical
- Discounted health checks
- Stakeholder pension contribution
- Gym discounts
- Cycle to work scheme
- Purchase additional holiday
Customer Support & Collections Associate in Glasgow employer: Close Brothers Group
Contact Detail:
Close Brothers Group 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 Close Brothers and their values! Research the company culture and understand their commitment to inclusivity and customer support. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since this role involves a lot of customer interaction, make sure you can confidently explain complex ideas simply. Role-play with a friend or use online resources to sharpen your interpersonal skills before the big day.
✨Tip Number 3
Showcase your problem-solving abilities! Think of examples from your past experiences where you've successfully navigated challenges, especially in customer service. Be ready to discuss these during your interview to demonstrate your capability in handling difficult situations.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows your enthusiasm for the role and makes it easier for us to keep track of your application. Don’t miss out on this opportunity!
We think you need these skills to ace Customer Support & Collections Associate in Glasgow
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your relevant experience in collections and customer support. We want to see how your skills align with the role, so don’t hold back on showcasing your strengths!
Showcase Your Interpersonal Skills: Since this role is all about communication, let your personality shine through! Use examples from your past experiences to demonstrate your exceptional interpersonal skills and how you’ve helped customers in difficult situations.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. We appreciate clarity, so avoid jargon and make sure your key points stand out. This will help us quickly see why you’re a great fit for the team!
Apply Through Our Website: We encourage you to apply directly through our careers page. It’s the best way to ensure your application gets to us without any hiccups. Plus, you’ll find all the info you need about the role and our company there!
How to prepare for a job interview at Close Brothers Group
✨Know Your Stuff
Before the interview, make sure you understand Close Brothers' products and services. Familiarise yourself with their collections and recoveries standards, as well as any relevant regulatory requirements. This will show that you're genuinely interested in the role and ready to hit the ground running.
✨Showcase 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 not just hearing the questions but really understanding them. Respond thoughtfully and ask clarifying questions if needed. This will highlight your strong interpersonal skills and your customer-first approach.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and judgement. Think of specific examples where you've had to identify tailored strategies for customers. Prepare to discuss how you would handle various situations, especially those involving customer dissatisfaction or complex queries.