At a Glance
- Tasks: Engage with business customers to discuss repayment options and support their financial journey.
- Company: Join iwoca, a tech-driven company helping SMEs thrive with flexible finance solutions.
- Benefits: Enjoy flexible hours, medical insurance, generous holiday, and a supportive work culture.
- Other info: Dynamic hybrid role with opportunities for personal growth and development.
- Why this job: Make a real difference by helping businesses navigate their financial challenges.
- Qualifications: Resilience, strong communication skills, and a passion for supporting SMEs.
The predicted salary is between 28500 - 33000 £ per year.
The company is focused on supporting small businesses by providing flexible and responsive finance solutions. Our mission is to assist one million SMEs in their defining moments, creating a lasting impact for the communities and economies they drive.
We are looking for a Collections & Recoveries Advisor for an early arrears collections role. You will spend your day speaking with business customers who have fallen behind on their loan repayments, having direct conversations to understand why a payment has been missed and discussing options to recover what is owed. The role is commercial and target-driven, but we prioritise meaningful conversations over automated systems.
The Collections & Recoveries team is responsible for supporting customers who have fallen behind on repayments, focusing on achieving fair, sustainable outcomes for both the customer and the business. The team takes a customer-first, solutions-oriented approach, working closely with small to medium business owners to understand their financial situation and discuss available forbearance options.
This is a hybrid role based in Leeds. For your first month, you will be in the office every day for training, with the expectation dropping to once or twice a week thereafter.
As an advisor, you will keep customers on track and step in when repayments do not go to plan. Through regular contact, you will build relationships with customers in early arrears, understanding why payments have been missed, agreeing on how to resolve them, and scheduling the next steps. You will handle high levels of inbound and outbound calls, as well as emails and WhatsApp messages, with care and professionalism.
A day in the life includes:
- Working through your assigned portfolio of accounts in early arrears, managing outbound and inbound calls alongside email and WhatsApp correspondence.
- Understanding each customer's unique circumstances and discussing the options available to them.
- Managing customer expectations and following up when an arrangement is broken.
- Keeping clear, accurate notes and staying on top of your follow-ups and emails each day.
Requirements:
We look for people who are smart, humble, motivated, and always looking to improve.
Essential:
- Resilience and the ability to stay calm and professional in difficult conversations.
- Comfortable working towards individual targets and KPIs.
- A patient, empathetic, and professional manner, especially in difficult conversations.
- Strong communication skills on both phone and email.
- High levels of accuracy and attention to detail.
- The ability to deal with a variety of challenges, innovate, and think on your feet.
Desirable:
- Proven experience in debt recovery, ideally in the commercial/business sector in a call-based environment.
- Experience collecting business debt.
- Insolvency or litigation experience.
- A track record of managing a large portfolio of debts.
- Business acumen and enthusiasm for helping SMEs.
The salary range in Leeds is £28,500 - £33,000. We regularly benchmark salaries based on market rates to recognise your increasing value to our business.
At iwoca, we model our culture on independent thinking, challenging untested logic, and evidence-based decisions. We prioritise learning and growth, giving people the autonomy to develop in the direction that makes them most effective.
We offer flexible working hours, medical insurance, a private GP service, 25 days' holiday per year, a one-month fully paid sabbatical after four years, and various other benefits including a learning and development budget for everyone.
Home working telephone and online adviser in Leeds employer: Iwoca
iwoca is an excellent employer for Data Scientists, offering a dynamic work environment in London that fosters innovation and collaboration. With flexible working hours, comprehensive medical insurance, and a dedicated learning budget, employees are encouraged to grow their skills and advance their careers while contributing to impactful product decisions. The company's commitment to a supportive culture makes it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Home working telephone and online adviser in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Iwoca. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Iwoca before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Home working telephone and online adviser in Leeds
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Iwoca:Your cover letter is your chance to shine! Tell us why you want to work at Iwoca specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Iwoca!
How to prepare for a job interview at Iwoca
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
