Collections Executive (hybrid or fully remote, Solihull office location)
Looking for a new challenge and wondering what your next career move might be? A role that will give you career opportunities, flexibility to work from home, comprehensive training, great company benefits and perks, fantastic people to work with and a feel-good atmosphere? Do you enjoy problem solving? Do you love speaking to people and care about their wellbeing?
Then you should join our growing, vibrant team as a Specialist Collections Executive in our Motor Department!
About Secure Trust Bank:
Here at Secure Trust Bank, we’re working towards building the most trusted specialist lender and we need customer-focused individuals to be a part of our journey! We are an award-winning UK retail bank, providing savings accounts and lending services to over a million customers.
We’ve achieved some awards which we think reflect the kind of environment we have as a workplace:
* Listed as UK & Europe Best Workplace
* Listed as UK Best Workplace for Women
* Awarded the Silver Tide mark for our work on diversity and inclusion
At Secure Trust Bank we encourage a flexible way of working. We took on board the learnings since lockdown and our colleagues have embraced new ways of working as well as new ways of supporting local communities through partnerships, volunteering and our charitable work.
We are a quickly growing business and on the back of our success we are seeing a significant increase in customer contact. This means we need more superstars to support our customers and keep us on the top of our game. Our customers are at the heart of everything we do, but we can't achieve our customer-focused strategy without the right people in our team. For us, it's not just about delivering great customer service, it's about constantly improving what we do and finding new ways to help our customers. So, if you're enthusiastic, proactive and enjoy working in a fast-paced environment, we'd love to hear from you.
What you’ll do:
Talk with our customers, who are having difficulties in repaying their loan. Listen to them and work with them to agree a way forward, such as agreeing an affordable and sustainable repayment plan, or the return of the car. You’ll achieve this by demonstrating fantastic customer service expertise, such as empathy and listening skills, using the information shared with you to support your customers to make informed decisions.
What you will bring to the role:
* You are a good communicator, great listener and able to demonstrate empathy when needed.
* Experience working in a Contact Centre environment or extensive experience within a customer-facing role.
* Collections experience is advantageous.
* An understanding of regulatory requirements (including CONC and CCA) within the financial services industry or a strong willingness to learn.
* Be confident about speaking to customers on the phone, and updating systems with what you have agreed.
* You have a can-do attitude and want to build a career within financial services.
What we offer:
* Flexible working environment: We operate in a hybrid way, meaning that there is a mix of home working and in the office with many different work patterns available to you – full and part-time. There are also many varied shifts available, with opening times of 8am-8pm Monday to Friday and 9am-1pm on a Saturday.
* Fantastic benefits and perks: Happy Birthday, take the day off (Paid leave)! Paid days off for charitable volunteering days, competitive salaries, company bonus, pension matched to 4% contribution and an extensive rewards catalogue. Plus, every colleague has a Wellbeing Hour per month to dedicate to their wellbeing.
* Feel-good atmosphere: A positive and healthy working environment in which colleagues have the opportunities and support to enhance their own wellbeing surrounded and supported by great colleagues.
* .......and lots more.
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