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- Tasks: Support customers in financial difficulties and resolve their enquiries with empathy.
- Company: Join Together, a leading mortgage provider with over 50 years of experience.
- Benefits: Enjoy 26 days holiday, health plans, gym access, and a bonus scheme.
- Why this job: Make a real difference by helping customers navigate their financial challenges.
- Qualifications: Experience in collections and a compassionate approach to customer service.
- Other info: Diverse and inclusive workplace with great career development opportunities.
The predicted salary is between 28800 - 43200 £ per year.
Benefits of working at Together:
- 26 days holiday, and a day off for your birthday (increasing with service to 30 days), plus bank holidays
- Free access to company holiday homes
- Buy & sell holidays
- Discretionary annual bonus plus an additional Shared Reward Bonus
- Matched pension contribution
- Health cash plan plus Private medical insurance
- Life assurance and Critical illness cover
- Travel season ticket loans and Ride to work scheme
- Free local gym access
- Local bar / restaurant discounts
Company Description:
We’re Together. For over 50 years, we’ve helped thousands of people, businesses and professionals unlock their property ambitions with our common-sense approach to mortgages and secured loans. We take the time to understand our customers and our door is always open, so we can often help when other lenders can’t or won’t. Based in Cheadle, Cheshire, our 750 colleagues help our customers throughout the UK, backed by the power of a £7 billion loan book.
As a Collections Specialist, you will be providing high quality support to our customers. Your aim will be to understand a customer's circumstance and offer the appropriate sustainable support for customers in financial difficulties or are experiencing in-life vulnerabilities. You will be dealing with inbound and outbound enquiries from customers in all stages of arrears.
As a Collections Specialist, we are looking for someone to:
- Deal with inbound and outbound telephone calls from customers relating to early and/or late stage arrears on regulated and unregulated accounts
- Listen and question and understand the root cause of a customer's financial situation and work with the customer to find their needs
- Resolve customer enquiries to completion, aiming for first contact resolution where appropriate
- Identify and attempt to resolve potential customer complaints
- Understand the needs of vulnerable customers and arrange the appropriate type of support, including signposting to organisations who can help
Qualifications:
Essential:
- Collections and Recoveries experience is a must
- Ability to deal with vulnerable customers
- Experience of assessing affordability
- An excellent understanding of what a good customer outcome looks like
- An empathetic approach to customers through active listening and effective questioning
- Excellent attention to detail
- Ability to work under pressure
Desirable:
- Experience with mortgage collections
If you feel you have some of the skills mentioned above, but not all, please do still apply and we would be happy to have a further discussion with you in regards to your suitability for the role.
Additional Information:
Together embraces diversity and inclusion, and are proud to be an equal opportunity workplace. Not only do we welcome difference – we celebrate it, support it and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds, perspectives and skills. If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process. Please note that all successful applicants will undergo relevant employment reference, financial and criminal record checks.
Collections Specialist employer: Together - loans, mortgages & finance
Contact Detail:
Together - loans, mortgages & finance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Collections Specialist
✨Tip Number 1
Network like a pro! Reach out to friends, family, or even former colleagues who might have connections in the industry. A personal recommendation can go a long way in landing that Collections Specialist role.
✨Tip Number 2
Prepare for those interviews! Research common questions for Collections Specialists and practice your responses. Show off your empathy and problem-solving skills, as these are key in dealing with customers in financial difficulties.
✨Tip Number 3
Don’t forget to follow up! After an interview, send a quick thank-you email to express your appreciation for the opportunity. It keeps you fresh in their minds and shows your enthusiasm for the role.
✨Tip Number 4
Apply through our website! We love seeing applications directly from candidates who are genuinely interested in joining Together. Plus, it gives you a chance to showcase your passion for helping customers achieve their financial goals.
We think you need these skills to ace Collections Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Collections Specialist role. Highlight your collections and recoveries experience, and don’t forget to showcase your ability to deal with vulnerable customers. We want to see how you can bring your unique skills to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about helping customers in financial difficulties. Share specific examples of how you've successfully resolved customer issues in the past. We love a good story that shows your empathy and problem-solving skills.
Showcase Your Attention to Detail: As a Collections Specialist, attention to detail is key. Make sure your application is free from typos and errors. We appreciate candidates who take the time to present their best selves, so double-check everything before hitting send!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s super easy and ensures your application goes straight to us. Plus, you’ll get to see all the amazing benefits we offer, like those 26 days holiday and more!
How to prepare for a job interview at Together - loans, mortgages & finance
✨Know Your Stuff
Before the interview, make sure you understand the role of a Collections Specialist inside out. Familiarise yourself with common customer scenarios and how to handle them. This will help you demonstrate your knowledge and show that you're ready to tackle real-life situations.
✨Show Empathy
Since you'll be dealing with vulnerable customers, it's crucial to convey empathy during your interview. Prepare examples of how you've handled sensitive situations in the past. This will highlight your ability to connect with customers and provide the support they need.
✨Practice Active Listening
During the interview, practice active listening. This means really paying attention to what the interviewer is saying and responding thoughtfully. It’s a key skill for a Collections Specialist, so showcasing this ability can set you apart from other candidates.
✨Prepare Questions
Have a few questions ready to ask at the end of your interview. This shows your interest in the role and the company. You might want to ask about their approach to customer support or how they handle challenging cases. It’s a great way to engage and leave a lasting impression.
