Join our growing team as a Collections Support Agent, where you'll support customers through various financial situations, including arrears, over limits, and persistent debt. This team supports customers through various channels such as voice, chat, email, and more. Our goal is to deliver exceptional customer experience.
What You'll Do:
1. Engage with customers to understand their financial situations and agree on sustainable payment solutions.
2. Support vulnerable customers by tailoring your approach to their needs.
3. Contribute to process improvements by sharing insights with the collections team.
4. Manage multiple tasks across the customer journey while ensuring accuracy and compliance.
5. Work towards individual and team KPIs and SLAs, ensuring best-in-class service.
6. Demonstrate strong verbal and written communication skills in a customer-facing role.
7. Be comfortable in a fast-paced, evolving environment.
8. Utilize experience with call centre technologies (e.g., diallers, customer portals).
9. Act as a problem solver with a proactive approach to challenges.
Desirable:
1. Experience in financial services, especially lending/credit cards and collections.
2. Knowledge of collections regulations and compliance.
3. Ability to navigate sensitive conversations around financial hardship.
Benefits:
1. Fully flexible remote hybrid working model.
2. Potential for part-time working around other/family commitments.
3. Pension contributions.
4. Bonus potential.
5. Private medical cover.
6. 25 days annual leave (FTE) plus UK bank holidays and your birthday off (with an additional day added for each full calendar year worked, up to a maximum of 30 days).
7. 4x life insurance cover.
8. Employee assistance program.
Hours: 37.5 per week, Mon-Fri 9am-5:30pm (Future flexibility between 8am-8pm, Monday-Sat may be required)
Salary: Industry Leading
#J-18808-Ljbffr