At a Glance
- Tasks: Guide clients through their IVA journey with empathy and professionalism.
- Company: Join a supportive team dedicated to helping clients navigate financial challenges.
- Benefits: Flexible hybrid working, competitive salary, and a focus on personal development.
- Other info: Embrace a culture of diversity and inclusion, with opportunities for growth.
- Why this job: Make a real difference in people's lives during tough times while developing your skills.
- Qualifications: Experience in client-focused roles; strong communication and negotiation skills required.
The predicted salary is between 25000 - 30000 £ 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
In this role, you’ll 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. You’ll verify and investigate client information, request additional documentation where needed, and maintain accurate records throughout. You’ll 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. This includes negotiating fair and realistic modifications and canvassing creditor views when necessary. You’ll also 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
You bring experience working in a client-focused environment, ideally with exposure to debt advice and IVA processes. You’re confident communicating by phone or face-to-face, and you’re comfortable working to targets while managing your own caseload. You listen carefully, ask the right questions and probe effectively, and you’re able to work under pressure while maintaining accuracy. Your written communication is clear and concise, and you can negotiate persuasively with both clients and creditors. You adapt your communication style to suit each client’s level of understanding, work well as part of a team while also using your own initiative, and remain flexible and open to change. Experience with Microsoft Word, Excel and Outlook is essential, while 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.
Customer Service Advisor (IVA\'s) - Leeds/Hybrid in Steeton employer: StepChange
At StepChangeVA, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that prioritises employee well-being and professional growth. Our Leeds-based team enjoys the flexibility of a hybrid working model, comprehensive training opportunities, and the chance to make a meaningful impact in clients' lives during challenging financial times. Join us to be part of a dedicated team that values empathy, collaboration, and continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor (IVA\'s) - Leeds/Hybrid in Steeton
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like StepChange. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Customer Service Advisor (IVA\'s) - Leeds/Hybrid in Steeton
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to StepChange.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on StepChange's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at StepChange
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with StepChange.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at StepChange will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former StepChange employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
