Job Description
We are looking for a dedicated professional to join our team in a Final Balance Support role. You will be responsible for carrying out final balance support activities in line with company policies, procedures, and strategy. The role focuses on delivering exceptional customer service through effective communication, negotiation, and account management, ensuring positive outcomes for both customers and the business. Flexibility in working hours is required to meet business needs.
Key Responsibilities
* Perform all aspects of final balance support in line with business policies and strategy.
* Handle inbound and outbound customer calls, ensuring accurate record-keeping after each interaction.
* Advise and negotiate with customers to create affordable and sustainable repayment plans.
* Manage accounts efficiently, ensuring customer details are kept up to date and all interactions are documented.
* Identify and support customers in vulnerable situations, tailoring approaches to achieve the best possible outcomes while allowing appropriate time for consideration.
* Collaborate with the Asset Management team to provide tailored support before initiating vehicle recovery or legal action.
* Maintain a professional and friendly telephone manner, building rapport and negotiating positive outcomes.
* Adhere to compliance procedures and uphold the company’s values to protect its brand reputation.
* Support other areas of the financial and payment support function to meet deadlines and achieve targets.
Essential Experience
* Educated to Higher/A-Level standard.
* Previous experience in a customer-facing role.
* Strong attention to detail and excellent communication skills.
* Flexible and adaptable, with a positive mindset and a commitment to continuous improvement.
* A team player with an open and transparent communication style.
Desired Experience
* Experience in motor finance collections.
* Knowledge of Treating Customers Fairly (TCF) principles.
Operating Hours
Flexibility is required to meet business needs. Standard shifts are five days per week, including weekends.
Business Hours:
* Monday to Friday: 8 am – 8 pm
* Saturday & Sunday: 9 am – 6 pm