Job Description As a Relationship Manager, you will be part of our Collections, Recoveries and Customer Support team. Your aim will be to understand a customer’s circumstances and offer the appropriate sustainable support for customers in financial difficulties or who are experiencing in-life vulnerabilities. You will be responsible for assessing and agreeing the recoveries approach on escalated accounts; working closely with the customer and third parties. You'll manage a portfolio of accounts, completing full account reviews to ensure full knowledge of the customer, their situation and the security in order to identify the right course of action mitigating risk and financial loss. As a Relationship Manager, we are looking for someone to: Manage a portfolio of accounts in arrears; working with customers and third parties to reach an appropriate outcome Complete reviews on escalated accounts to assess the situation and identify actions / next steps Work with third parties to ensure accounts under receivership and/or litigation are being managed appropriately Utilise effective questioning techniques to understand the customer circumstances, to identify the right approach for managing the account Deliver good customer outcomes, balancing customer and commercial requirements Identify and manage vulnerable customers to ensure the most appropriate support is provided Improve the customer experience by challenging existing processes and practices and recommending change where appropriate.