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- Tasks: Support customers in financial distress through empathetic communication and problem-solving.
- Company: Join a dynamic financial services team dedicated to helping customers navigate tough times.
- Benefits: Enjoy a hybrid working model with 3 days in the office and competitive pay of £17.12 per hour.
- Why this job: Make a real difference in people's lives while developing valuable customer service skills.
- Qualifications: No specific qualifications required, just a compassionate attitude and willingness to learn.
- Other info: Initial 6-month contract with potential for extension or permanent position.
The predicted salary is between 24000 - 36000 £ per year.
The Collections and Recoveries Coordinator role is a customer service role in a busy financial services call centre, that requires sensitivity, tact and empathy as it is dealing with customers who may find themselves in sensitive situations financially and emotionally. The team works with customers who may be struggling to maintain their financial agreements, or need alternative arrangements established. Finding the balance between the needs of the business and supporting loyal customers is a key aspect of this role.
This is an initial 6-month contract, with the potential to extend or become permanent.
Main Responsibilities:- Communication and Customer Service
- Pre-Arrears Agreement Handling, speaking with customers who potentially will not be able to afford future repayments.
- Early Arrears Agreement Handling, helping customers who have just entered into arrears and trying to negotiate repayment plans in order to get the agreement back up to date.
- Liaising with Customer Service Representatives, providing account information and updating customer agreements accordingly.
- Vehicle Repossessions, dealing with both the third party agents and also customers during the process of the actual repossession.
- Compassionate Handling of Deceased Agreements. Speaking with all parties involved in this process including the next of kin or family members and executors of the estate and solicitors.
- Identifying & referring any agreements that may potentially involve Fraud.
- Referring agreements for potential Pre-Litigation Action.
- Shortfall liability, discussing outstanding liabilities with customers following the end of contract on the agreements.
- Regulatory Administration
- Action Consumer Credit Act (CCA 1974) correspondence in line with processes and company requirements.
- Assist Management in the production and maintenance of FCA complaint and TCF work policies and procedures, with a focus on financial difficulties and vulnerability.
- Understand and apply FCA CONC rules with dealing with each customer agreement.
- Other Duties: Assist in any projects, system upgrades, etc. when required.
- Proactively seek to improve processes and procedures within department.
Excellent working environment with hybrid working model - 3 days a week in the office! The role is inside IR35 and the hourly rate is £17.12ph (£30k annual salary equivalent).
Collections & Recoveries-Immediate Start! employer: Signet Resources
Contact Detail:
Signet Resources Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Collections & Recoveries-Immediate Start!
✨Tip Number 1
Familiarise yourself with the financial services industry, especially around collections and recoveries. Understanding the common challenges customers face will help you demonstrate empathy during interviews.
✨Tip Number 2
Practice your communication skills, particularly in handling sensitive conversations. Role-playing scenarios with friends or family can prepare you for the types of discussions you'll have in this role.
✨Tip Number 3
Research the company’s values and mission. Being able to align your personal values with those of StudySmarter will show that you're a good cultural fit and genuinely interested in the role.
✨Tip Number 4
Network with current or former employees in similar roles. They can provide insights into the day-to-day responsibilities and what the hiring managers are looking for, giving you an edge in your application.
We think you need these skills to ace Collections & Recoveries-Immediate Start!
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Collections and Recoveries Coordinator role. Understand the key responsibilities and the skills required, such as empathy and communication, which are crucial for this position.
Tailor Your CV: Customise your CV to highlight relevant experience in customer service, particularly in financial services or sensitive situations. Use specific examples that demonstrate your ability to handle difficult conversations with tact and compassion.
Craft a Compelling Cover Letter: Write a cover letter that reflects your understanding of the role and your passion for helping customers in financial distress. Mention any previous experience dealing with sensitive issues and how you can contribute to the team’s goals.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application shows attention to detail and professionalism, which is essential in a customer-facing role.
How to prepare for a job interview at Signet Resources
✨Show Empathy and Understanding
Given the sensitive nature of the role, it's crucial to demonstrate empathy during your interview. Share examples from your past experiences where you successfully handled difficult customer situations with care and understanding.
✨Familiarise Yourself with Relevant Regulations
Make sure you have a good grasp of the Consumer Credit Act and FCA rules. Being able to discuss these regulations confidently will show that you're prepared and knowledgeable about the industry standards.
✨Prepare for Scenario-Based Questions
Expect to be asked how you would handle specific scenarios related to collections and recoveries. Practice your responses to common situations, such as negotiating repayment plans or dealing with emotionally distressed customers.
✨Highlight Your Communication Skills
Effective communication is key in this role. Be ready to discuss how you've successfully communicated with customers in the past, especially in challenging situations. This will help illustrate your ability to balance business needs with customer support.
