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Headquartered in Manchester City Centre, CAMCO Finance specialises in providing financial services for leisure vehicles, including camper vans, motorhomes, and caravans.
We are looking for a motivated and customer-focused Customer Care Agent to join our team. As a representative of an FCA-regulated firm, you will play a critical role in delivering exceptional customer service, managing collections, and ensuring regulatory compliance throughout the life cycle of the customer journey.
The ideal candidate will possess strong communication skills, a solutions-oriented mindset, and a commitment to upholding the highest standards of integrity and customer care.
Key Responsibilities:
Customer Service
1. Serve as the first point of contact for customers, addressing queries and providing accurate information about motor finance products and services.
2. Handle customer account management, including updates, payments, and resolving disputes in a timely and professional manner.
3. Ensure that all customer interactions are conducted in line with FCA Treating Customers Fairly (TCF) principles and in line with Consumer Duty requirements.
4. Collaborate with internal departments to resolve customer issues effectively and efficiently.
Collections
1. Proactively manage accounts in arrears, contacting customers to arrange repayment plans in a sensitive and empathetic manner.
2. Assist with the administration of sale and disposal of assets.
3. Conduct affordability assessments to ensure repayment solutions align with customers' financial circumstances and FCA guidelines.
4. Maintain detailed records of all communications and actions taken in the collections process.
5. Escalate high-risk accounts or complex cases to senior team members as needed.
Regulatory Compliance
1. Adhere to all FCA regulations, including Consumer Duty, Consumer Credit Sourcebook (CONC) rules, and internal compliance policies.
2. Ensure proper handling of customer data in accordance with GDPR and company standards.
3. Stay up to date with changes in regulatory requirements and industry best practices.
Performance and Reporting
1. Meet individual and team performance targets for customer satisfaction, collections, and compliance.
2. Prepare and submit accurate reports on customer interactions, arrears status, and repayment plans.
Qualifications and Experience:
1. Previous experience in a customer service or collections role, preferably in the regulated financial services sector.
2. Understanding of FCA regulations, including Consumer Duty, Treating Customers Fairly (TCF), and Consumer Credit Sourcebook (CONC).
3. Knowledge and experience of handling queries in line with the Sale of Goods Act.
4. Excellent communication and negotiation skills, with the ability to build rapport and handle challenging conversations with empathy.
5. Strong organisational skills with attention to detail and accuracy.
6. Proficiency in using CRM systems and Microsoft Office applications.
7. Experience in motor finance or other asset-backed lending sectors.
8. Knowledge of debt management and recovery processes.
9. Certifications or training in financial services or collections (e.g., FCA compliance, debt recovery training).
Personal Attributes:
1. Customer-centric approach with a commitment to delivering high-quality service.
2. Empathetic, patient, and professional in handling sensitive situations.
3. Resilient and adaptable, capable of managing multiple priorities in a fast-paced environment.
4. Ethical and accountable, ensuring compliance with regulatory and company standards.
Why Join Us?
1. Be part of an exciting new business with a focus on innovation and customer care.
2. Competitive salary and benefits package.
3. Supportive and collaborative workplace culture.
Seniority level
Entry level
Employment type
Full-time
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