Business Process Administrator – Pudsey, Leeds, LS28
£24,336
Bonus of up to 10% of annual salary
Hybrid working
33 days holiday (including public holidays) – rising to 36 with service
Competitive benefits:
1. Healthcare plan
2. Cash back on dental and optician costs
3. Life Insurance
4. Employee wellbeing program
5. Flexi points and discounts on your everyday shopping to support your financial wellbeing
6. Pension plan
7. Fitness and Wellbeing discounts
8. Generous candidate referral scheme
9. Free Breakfast bar
10. Casual dress
11. 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 ranging from account holders, debt management firms, original sellers, and other debt recovery companies. You will need to 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. All customer outcomes should be both fair and reasonable and in line with the FCA’s guide to treating customers fairly (TCF).
Reporting to the Business Process Team Leader, the role holder must demonstrate adherence to productivity and quality KPI metrics and fully understand processes within the team, making recommendations on how to improve processes and create efficiencies.
1. Process incoming daily post and queries from Customers, DCA’s, and DMC portals accordingly.
2. Handle balance requests & set up arrangements of payments from DMC’s via email or calls.
3. Process proof of debt requests and proxy voting forms.
4. Prepare, maintain, and update daily spreadsheets and update accounts appropriately.
5. Investigate and respond to disputes/queries with the seller in a quick and efficient manner.
6. Prepare and send customer communication that is effective, accurate, and precise.
7. Be passionate and care about offering a service to our customers that is second to none.
8. Recognise vulnerable customer groups and ensure correct outcomes for the customer.
9. Request information from third parties as required.
10. Treat customers fairly at the heart of all you do.
11. Comply with all relevant company policies, procedures, regulation, legislation, and guidance and client contractual agreements.
12. Achieve individual KPI’s and contribute towards achieving team and departmental KPI’s.
13. Maintain accurate customer records (including third party and representatives) from written communication.
14. Flexible approach.
15. Build and maintain strong working relationships with DCA’s, creditors, and DMC’s where required.
16. Build and maintain strong working relationships across departments within the company.
17. Represent the interests of the company in a professional and competent manner.
18. Take responsibility for risk and compliance within the remit of your role.
What you’ll need
1. Previous experience in a similar role.
2. Intermediate to strong ability to use Microsoft packages.
3. Clear and effective communication skills (written and verbal).
4. Good literacy and numeracy skills.
5. Attention to detail.
6. Ability to prioritise workload.
7. Ability to achieve targets.
8. Strong planning and organisational skills.
9. Good problem-solving skills.
10. Ability to work to tight deadlines to ensure the effective delivery of service & be customer-focused.
Who are we?
We’re a market-leading specialist Debt Purchaser and Service Provider with a focus on customers who need a truly human touch. We’re known for our empathetic and bespoke approach to all types of communications with our customers. Over the past 17 years, we’ve built a solid reputation we’re proud of and we’ve got a cabinet bursting with awards including Investors in Customer and Investors in People GOLD.
We’re committed to equality, diversity, and inclusion so we’ll collect your data for monitoring purposes.
All offers of employment will be subject to satisfactory background checks, including but not limited to employment references, a DBS (basic), and a credit file search.
Job Types: Full-time, Permanent
Pay: Up to £24,336.00 per year
Additional pay:
* Bonus scheme
* Loyalty bonus
* Performance bonus
Benefits:
* Casual dress
* Company events
* Company pension
* Discounted or free food
* Financial planning services
* Free parking
* Health & wellbeing programme
* On-site parking
* Referral programme
* Sick pay
* Transport links
* Work from home
Schedule:
* Monday to Friday
* No weekends
Work authorisation:
* United Kingdom (required)
Work Location: Hybrid remote in Pudsey LS28 6AT
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