Collections & Recoveries Specialist Advisor
Full Time Fixed Term Contract until June 2026 and further Part Time Opportunities available
Location: Milton Keynes (Hybrid)
Salary: from £26,447 - £30,000 FTE per annum depending on experience
Benefits: Company Car Scheme, discretionary bonus, generous pension, 2 loan cars for friends and family, 27 days holiday in addition to statutory bank holidays plus much more!
Closing Date: 7th March 2025
Are you an experienced Customer Services Professional looking for a new position? Do you have experience in dealing with vulnerable customers or handling complex complaint cases? If you are thorough in your approach with an investigative nature while being able to empathize with customers, we want to hear from you.
The application process for this role will involve an online application followed by an Assessment Morning at our offices in Tongwell, Milton Keynes.
As a Collections & Recoveries Specialist Advisor at Volkswagen Financial Services, you will benefit from being part of a great team, representing iconic brands and driving your very own VW Group company car!
We are a customer-focused regulated business and comply with FCA and Consumer Duty standards. Our priority is to ensure that our customers who display characteristics of vulnerability receive fair and appropriate support.
In the role of Collections & Recoveries Specialist Advisor, you will be a subject matter expert and provide good customer outcomes by managing a large number of complex cases. You will communicate with our most vulnerable customers, identify risks, and take ownership to proactively support their needs. Using your expert knowledge, interpersonal, and influencing skills, you will strive to deliver good customer outcomes while meeting the business needs.
About the role:
* Caseload management of complex matters
* Take ownership to investigate customer circumstances and consider all options available
* Be an escalation point for complex issues while demonstrating empathy, compassion, and negotiation skills
* Take ownership of key processes to ensure they are managed within the service levels agreed
* Management of the arrears process and work with third parties
* Guide customers through a range of processes using various communication channels (e.g., Telephony, White mail, and E-mail)
* Continually review customer circumstances to make informed decisions
* Escalate highly complex queries that cannot be resolved at first instance
Skills and Experience Required:
* Proven customer services experience, ideally within financial services, but we will consider other customer service experience
* Competent in using multiple systems including MS Office, CRM, and telephony systems
* Excellent written and verbal communication skills
* Ability to work to service levels and quality measures
* Confident in talking to customers and managing complex cases
* Excellent negotiating and influencing skills
* Ability to work under pressure within a deadline environment
* A clear understanding of FCA regulations and vulnerable customer guidance
* Demonstrates emotional intelligence, resilience, and empathy
* Strong teamwork skills while maintaining individual workload
What’s in it for you?
The training is fantastic, and development opportunities are plenty for those who perform well in their roles and wish to grow their career with us. For many of our people, the big attraction to working here at VWFS is the opportunity to represent leading automotive brands in a fantastic working environment with a strong and supportive team.
About Volkswagen Financial Services:
Our mission is straightforward: we want to be 'The Key to Mobility'. What does that mean? To make getting from A to B as easy and simple for as many people as possible. To truly meet the mobility needs of people in a changing world, our offering goes beyond traditional vehicle financing. We do this by providing a range of finance and aftersales products on Volkswagen Group vehicles, as well as developing innovative mobility products designed to solve real problems and support our customers.
Volkswagen Financial Services is committed to being an inclusive employer, and we welcome applications from everyone. Diversity and Inclusion is not just a statement for us, and we are nurturing an environment where everyone can be their 100% self. If there is anything we can do to support you being your 100% self during our recruitment process, please let us know, and we will support you as best we can.
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