OVERALL SUMMARY At Close Brothers we look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life. Join the Close Brothers Asset Finance (CBAF) team where you will assist our customers within the regulated loan book who are in financial difficulty. You will provide appropriate support operating within designated authorities and identify tailored and effective collections and recovery strategies for our customers, whilst maintaining compliance with relevant internal and external regulatory expectations To be successful in the role, you will need to develop a deep understanding of CBAF businesses, products and processes and will use expert knowledge and interpersonal skills to deliver good customer outcomes ensuring alignment to divisional objectives. You'll have an inquisitive nature, can demonstrate a track record of taking initiative, posses excellent problem-solving and communications skills and have a customer-first approach. RESPONSIBILITIES Mitigate losses to the bank through early engagement with customers in financial difficulty and deployment of appropriate collections and recoveries strategies Confidentially and empathetically communicate with customers through channels including telephone, post and email Understand customer circumstances through appropriate techniques, including structured questioning and use of income and expenditure analysis Apply the CBAF Collections and Recoveries Standards, and associated procedures, to all customer dealings Identify and log customer dissatisfaction in an appropriate and professional manner whilst adhering to complaints/escalation process Maintain accurate and detailed records of all communications and case strategies Provide clear explanations of repayment options and independent sources of debt advice to empower customers to make informed decisions Identify and respond to customer vulnerability ensuring an appropriate level of care, seeking additional support where needed Escalate complex queries or situations that cannot be resolved at first instance Identify improvements to enhance customer and/or Bank outcomes Engage proactively and positively with collections colleagues across the wider CBAFL business – imparting lessons learned and best practices Achieve individual and team KPIs Ensure that all Governance and Compliance requirements are adhered to and all reporting and reviewing activities required by the Regulatory Bodies are carried out to the standards required WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE: Exceptional communication and interpersonal skills, with the ability to effectively interact with internal and external stakeholders Experience in delivering excellent customer service via previous customer facing roles with excellent and professional telephony skills Excellent analytical skills, with the ability to assess customer circumstances and identify appropriate strategies, applying judgement and decision making skills The ability to demonstrate emotional intelligence, resilience and empathy Strong teamwork skills whilst maintaining individual workload IT IS NOT ESSENTIAL BUT IT WOULD BE GREAT IF YOU HAVE: Experience of dealing with customers in financial difficulty Knowledge of collections and recoveries regulatory requirements and industry standards Proficiency in Alfa Financial Software We are an inclusive organisation and committed to ensuring our recruitment process is as accessible as possible to everyone. We will make adjustments for people who have a disability or long-term condition. If you need the job description or application form in an alternative format or would like to discuss the recruitment process with us, please email us at or request a call back. ABOUT US At Close Brothers we support employees to balance their work life priorities and in this role you will be able to enjoy a mixture of hybrid working. Close Brothers is a leading UK merchant banking group providing lending, deposit taking and securities trading. We employ approximately 3,000 people, principally in the United Kingdom and Ireland. Close Brothers Group plc is listed on the London Stock Exchange and is a constituent of the FTSE 250. To find out more about Close Brothers, please visit our careers page: https://www.closebrothers.com/careers To find out more about life at Close Brothers:https://www.closebrothers.com/life-close-brothers374017299-899295541 To find out more about our benefits:https://www.closebrothers.com/employee-benefits To find out more about our commitment to creating an inclusive environment:Our Responsibility - Diversity and inclusion ¦ Close Brothers Group LI-JN1 LI-CBAFL LI-Hybrid