Business Process Administrator – Pudsey, Leeds, LS28
Salary: £24,336
Bonus: up to 10% of annual salary
Hybrid working
Holiday: 33 days (including public holidays) – rising to 36 with service
Benefits:
* Healthcare plan
* Cash back on dental and optician costs
* Life Insurance
* Employee wellbeing program
* Flexi points and discounts on everyday shopping
* Pension plan
* Fitness and Wellbeing discounts
* Generous candidate referral scheme
* Free Breakfast bar
* Casual dress
* Regular incentives and recognition awards
Your new role…
As a Lantern Business Process Administrator, you will be responsible for liaising with a multitude of customers, including account holders, debt management firms, original sellers, and other debt recovery companies. You will ensure that customer records are accurately kept up to date with all relevant activity and that all requests are managed in line with the department SLA. Customer outcomes should be fair and reasonable, in line with the FCA’s guide to treating customers fairly (TCF).
Reporting to the Business Process Team Leader, you must demonstrate adherence to productivity and quality KPI metrics, fully understand processes within the team, and make recommendations on how to improve processes and create efficiencies.
Key Responsibilities:
* Process incoming daily post and queries from Customers, DCA’s, and DMC portals.
* Handle balance requests and set up payment arrangements from DMC’s via email or calls.
* Process proof of debt requests and proxy voting forms.
* Prepare, maintain, and update daily spreadsheets and accounts.
* Investigate and respond to disputes/queries with the seller efficiently.
* Prepare and send effective, accurate, and precise customer communications.
* Provide exceptional service to customers.
* Recognize vulnerable customer groups and ensure appropriate outcomes.
* Request information from third parties as needed.
* Ensure compliance with company policies, procedures, regulation, legislation, and client contractual agreements.
* Achieve individual KPI’s and contribute to team and departmental KPI’s.
* Maintain accurate customer records from written communication.
* Build and maintain strong working relationships with DCA’s, creditors, and DMC’s.
* Represent the company professionally.
* Take responsibility for risk and compliance within your role.
What You’ll Need:
* Previous experience in a similar role.
* Intermediate to strong ability to use Microsoft packages.
* Clear and effective communication skills (written and verbal).
* Good literacy and numeracy skills.
* Attention to detail.
* Ability to prioritize workload.
* Ability to achieve targets.
* Strong planning and organizational skills.
* Good problem-solving skills.
* Ability to work to tight deadlines and be customer-focused.
Company Overview:
We are a market-leading specialist Debt Purchaser and Service Provider focused on customers needing a truly human touch. Known for our empathetic and bespoke approach to communications, we’ve built a solid reputation over the past 17 years, with numerous awards, including Investors in Customer and Investors in People GOLD.
Background Checks: All offers of employment will be subject to satisfactory background checks, including employment references, a DBS (basic), and a credit file search. #J-18808-Ljbffr