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- Tasks: Guide clients through their IVA journey with empathy and professionalism.
- Company: Join a supportive team dedicated to helping clients in financial distress.
- Benefits: Flexible working hours, training opportunities, and a culture of inclusion.
- Why this job: Make a real difference in people's lives during challenging times.
- Qualifications: Experience in client-focused roles; debt advice exposure is a plus.
- Other info: Dynamic environment with a strong focus on equality and diversity.
The predicted salary is between 30000 - 40000 £ per year.
Do you excel at gathering, analysing and interpreting detailed client information to build a complete and accurate financial picture? Can you confidently guide clients through sensitive debt-solution processes with clarity, empathy and professionalism? Are you skilled at negotiating fair outcomes and building strong, trust-based relationships with both clients and creditors? We’re looking for a Drafter to join our Voluntary Arrangements team and play a crucial role in supporting clients through their IVA journey. This is a meaningful opportunity to help people at a challenging time in their lives while ensuring our IVA proposals are accurate, compliant and positioned for approval.
Your Role
- Guide clients through their IVA process from initial set-up to the meeting of creditors, ensuring their experience reflects the expectations of both StepChangeVA and the client.
- Verify and investigate client information, request additional documentation where needed, and maintain accurate records throughout.
- Prepare IVA documentation for review by an Insolvency Practitioner, liaise closely with them where required, and manage all communication with clients and creditors during the drafting and approval stages.
- Negotiate fair and realistic modifications and canvass creditor views when necessary.
- Provide alternative debt solutions when an IVA isn’t appropriate.
- Collaborate with colleagues to ensure smooth case progression.
- Participate in training and review meetings to maintain compliance.
- Contribute to process improvements and work in line with FCC policies, procedures and FCA conduct rules.
- Other duties may be required in line with the role.
About You
- Experience working in a client-focused environment, ideally with exposure to debt advice and IVA processes.
- Confident communicating by phone or face-to-face, and comfortable working to targets while managing your own caseload.
- Listen carefully, ask the right questions and probe effectively, able to work under pressure while maintaining accuracy.
- Clear and concise written communication, able to negotiate persuasively with both clients and creditors.
- Adapt communication style to suit each client’s level of understanding.
- Work well as part of a team while also using your own initiative, remaining flexible and open to change.
- Experience with Microsoft Word, Excel and Outlook is essential.
- CPI/CPPI qualifications, previous IVA drafting experience or experience managing IVA cases pre-appointment are desirable but not essential.
Equality, Diversity & Inclusion
Equality, diversity, and inclusion are incredibly important to us; we have a culture of belonging. We’re always looking to increase the diversity of our workforce to ensure we can provide the best service possible for everyone. It’s not just about the professional experience you bring; we’re interested in who you are and your potential. If there’s an adjustment to our recruitment process that would help you to be your best, speak to our team and they’ll be happy to help.
Locations
Customer Service Advisor (IVA\'s) in Leeds, Yorkshire employer: StepChange Debt Charity
Contact Detail:
StepChange Debt Charity Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor (IVA\'s) in Leeds, Yorkshire
✨Tip Number 1
Get to know the company inside out! Research StepChangeVA and understand their values, mission, and the specifics of the IVA process. This will help you tailor your conversations and show that you're genuinely interested in helping clients.
✨Tip Number 2
Practice your communication skills! Since you'll be guiding clients through sensitive situations, role-play with a friend or family member. This will help you feel more confident and articulate when discussing complex financial matters.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider tips and might even lead to a referral, which is always a bonus!
✨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 you’re serious about joining our team and making a difference in clients' lives.
We think you need these skills to ace Customer Service Advisor (IVA\'s) in Leeds, Yorkshire
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to reflect the skills and experiences mentioned in the job description. Highlight your client-focused experience and any relevant exposure to debt advice or IVA processes. We want to see how you fit into our team!
Showcase Your Communication Skills: Since this role involves guiding clients through sensitive processes, it's crucial to demonstrate your clear and concise written communication. Use your application to show us how you can adapt your style to suit different clients' needs.
Be Honest About Your Experience: If you have experience with Microsoft Word, Excel, and Outlook, make sure to mention it! Even if you don't have all the desired qualifications, being upfront about your skills and willingness to learn can go a long way with us.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. This way, we can easily track your application and get back to you quicker. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at StepChange Debt Charity
✨Know Your Stuff
Before the interview, make sure you understand the IVA process inside out. Familiarise yourself with common client concerns and the types of documentation required. This will help you demonstrate your expertise and show that you're ready to guide clients through their journey.
✨Show Empathy and Clarity
During the interview, practice conveying empathy and clarity in your responses. Use examples from your past experiences where you've successfully navigated sensitive situations. This will highlight your ability to connect with clients and reassure them during challenging times.
✨Demonstrate Negotiation Skills
Be prepared to discuss how you've negotiated outcomes in previous roles. Share specific examples where you’ve balanced the needs of clients and creditors. This will showcase your ability to build trust-based relationships and find fair solutions.
✨Ask Insightful Questions
At the end of the interview, don’t shy away from asking questions. Inquire about the team dynamics, training opportunities, or how they measure success in the role. This shows your genuine interest in the position and helps you assess if it’s the right fit for you.