At a Glance
- Tasks: Engage with customers to provide support and implement effective collections strategies.
- Company: Join a leading financial institution in Manchester focused on customer care.
- Benefits: Competitive salary, supportive team environment, and opportunities for personal growth.
- Other info: Fast-paced role with a focus on teamwork and professional development.
- Why this job: Make a real difference by helping customers navigate financial challenges.
- Qualifications: Experience in collections, strong communication skills, and a customer-first mindset.
The predicted salary is between 25000 - 32000 £ per year.
You will need to develop a deep understanding of the asset finance businesses, products and processes. You'll use your exceptional interpersonal skills to deliver good customer outcomes ensuring alignment to divisional objectives. An inquisitive nature, strong initiative, problem solving skills and a customer-first approach are key to success in this role.
RESPONSIBILITIES
- Customer: Mitigate losses to the bank through early engagement with customers in financial difficulty and deployment of appropriate collections and recoveries strategies.
- Confidentially and empathetically communicate with customers through channels including telephone, post and email.
- Understand customer circumstances through appropriate techniques, including structured questioning and use of income and expenditure analysis.
- Provide clear explanations of repayment options and independent sources of debt advice to empower customers to make informed decisions.
- Identify and respond to customer vulnerability ensuring an appropriate level of care, seeking additional support where needed.
Policies & Procedures:
- Apply the Collections and Recoveries Standards, and associated procedures, to all customer dealings.
- Identify and log customer dissatisfaction in an appropriate and professional manner whilst adhering to complaints/escalation process.
- Escalate complex queries or situations that cannot be resolved at first instance.
- Identify improvements to enhance customer and/or Bank outcomes.
- Ensure that all Governance and Compliance requirements are adhered to and all reporting and reviewing activities required by the Regulatory Bodies are carried out to the standards required.
Requirements
- Prior experience in collections/recoveries, ideally in relation to lending products.
- Experience with vulnerable customers.
- Exceptional communication and interpersonal skills.
- Excellent analytical skills, with the ability to assess customer circumstances and identify appropriate strategies, applying judgement and decision making skills.
- The ability to demonstrate emotional intelligence, resilience and empathy.
- Strong teamwork skills, able to collaborate effectively while maintaining individual workload in a fast paced environment.
Not Essential:
- Deliver excellent customer service via previous customer facing roles with excellent and professional telephony skills.
- Knowledge of collections and recoveries regulatory requirements and industry standards.
- Proficiency in Alfa Financial Software.
Customer Support and Collections Specialist. Job in Manchester LilyLifestyle Jobs employer: United Cerebral Palsy of Georgia
At our Manchester office, we pride ourselves on fostering a supportive and dynamic work environment where our Customer Support and Collections Specialists can thrive. With a strong emphasis on employee growth, we offer comprehensive training and development opportunities, ensuring that you not only excel in your role but also advance your career within the asset finance sector. Our commitment to a customer-first approach is matched by our dedication to employee well-being, making us an excellent employer for those seeking meaningful and rewarding work.
Contact Details:
United Cerebral Palsy of Georgia Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support and Collections Specialist. Job in Manchester LilyLifestyle Jobs
✨Tip Number 1
Get to know the company inside out! Research LilyLifestyle and their asset finance products. This will help you tailor your conversations and show that you're genuinely interested in what they do.
✨Tip Number 2
Practice your communication skills! Since this role is all about connecting with customers, try role-playing different scenarios with friends or family. This will boost your confidence and help you handle various customer situations.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you successfully resolved issues for customers. Be ready to share these during interviews to demonstrate your ability to think on your feet.
✨Tip Number 4
Apply through our website! We want to see your application directly, so make sure you submit it there. It shows initiative and makes it easier for us to keep track of your application.
We think you need these skills to ace Customer Support and Collections Specialist. Job in Manchester LilyLifestyle Jobs
Some tips for your application 🫡
Know the Role Inside Out:Before you start writing, make sure you really understand what the Customer Support and Collections Specialist role is all about. Dive into the job description and pick out key responsibilities and skills. This will help you tailor your application to show us you're the perfect fit!
Show Off Your Interpersonal Skills:Since this role is all about communication, don’t shy away from showcasing your exceptional interpersonal skills. Use examples from your past experiences where you’ve successfully engaged with customers, especially in challenging situations. We want to see how you can connect with people!
Be Empathetic and Understanding:Highlight your ability to handle vulnerable customers with care and empathy. Share specific instances where you've demonstrated emotional intelligence and resilience. This will show us that you have the right mindset for supporting customers in financial difficulty.
Apply Through Our Website:Once you’ve polished your application, make sure to apply through our website. It’s the best way for us to receive your application directly, and we love seeing candidates who take that extra step to connect with us!
How to prepare for a job interview at United Cerebral Palsy of Georgia
✨Know Your Stuff
Before the interview, dive deep into the asset finance business and its products. Familiarise yourself with common collections and recoveries strategies. This will not only show your interest but also help you answer questions confidently.
✨Showcase Your Interpersonal Skills
Prepare examples that highlight your exceptional communication skills. Think of situations where you've successfully engaged with customers, especially those in vulnerable positions. This will demonstrate your ability to empathise and connect with clients.
✨Be Ready for Problem-Solving
Expect questions that assess your problem-solving abilities. Prepare to discuss how you've handled difficult customer situations in the past. Use structured questioning techniques to illustrate your analytical skills and decision-making process.
✨Understand the Importance of Compliance
Brush up on the relevant governance and compliance requirements in collections and recoveries. Be prepared to discuss how you would ensure adherence to these standards in your role, showing that you take regulatory responsibilities seriously.
