At a Glance
- Tasks: Help customers navigate financial challenges and provide tailored support.
- Company: Join a leading bank in Manchester with a focus on customer care.
- Benefits: Competitive pay, supportive team environment, and opportunities for growth.
- Other info: Fast-paced role with a chance to learn and grow in finance.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Experience in collections or customer service, strong communication skills.
The predicted salary is between 25000 - 30000 £ 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 & Collections Associate. Job in Manchester LilyLifestyle Jobs employer: United Cerebral Palsy of Georgia
At our Manchester location, we pride ourselves on fostering a supportive and dynamic work culture that prioritises employee growth and development. As a Customer Support & Collections Associate, you will benefit from comprehensive training, opportunities for career advancement, and a collaborative environment where your contributions are valued. Join us to make a meaningful impact while enjoying a rewarding career in the asset finance sector.
Contact Details:
United Cerebral Palsy of Georgia Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support & Collections Associate. 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 tricky situations like a pro.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you’ve turned a challenging situation into a positive outcome. This will demonstrate your ability to think on your feet and put customers first.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Customer Support & Collections Associate. Job in Manchester LilyLifestyle Jobs
Some tips for your application 🫡
Understand the Role:Before you start writing, take a moment to really get to grips with what the Customer Support & Collections Associate role entails. Dive into the job description and make sure you understand the key responsibilities and skills required. This will help you tailor your application to show us you're the perfect fit!
Showcase Your Skills:When you're crafting your application, highlight your exceptional interpersonal skills and any relevant experience in collections or recoveries. Use specific examples to demonstrate how you've successfully navigated customer interactions, especially with vulnerable customers. We want to see how you can bring your unique strengths to our team!
Be Personable:Remember, we’re looking for someone who can communicate empathetically and clearly. Use a friendly tone in your application that reflects your ability to connect with customers. This is your chance to show us your personality and how you would engage with customers in a supportive way.
Apply Through Our Website:Once you’ve polished your application, make sure to submit it through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows us you’re keen on joining the StudySmarter family!
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 difficult circumstances. 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 complex customer queries or dissatisfaction in the past. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Demonstrate Emotional Intelligence
Think about how you can convey your emotional intelligence during the interview. Be prepared to discuss how you identify and respond to customer vulnerability. Showing that you care and can provide appropriate support will set you apart.
