It is paramount to our client that they maintain customer satisfaction from day 1, especially when financial worries can impact their clients.
Through a professional approach to each individual's situation, showing empathy, respect, and support throughout the debt management process, they successfully find suitable options and plans to avoid further debt issues.
You will be someone keen to assist and guide those who find themselves in short or long-term debt problems, including vulnerable customers. This involves gaining information from them regarding their situation and working together to understand their current and future financial capabilities. You will ensure that any repayment plans will not stretch them beyond a sensible and comfortable level, nor increase their levels of debt further.
Working towards daily, weekly, and monthly objectives, you'll also have your own level of autonomy and decision-making in line with the team's procedures, keeping senior colleagues aware of any situations or matters outside of the guidelines or parameters.
Duties:
* Manage the vulnerable customer database.
* Provide support and guidance to customers while following FCA guidelines.
* Prevent further debt recovery procedures by offering an empathetic service.
* Adapt to each individual's situation, showing empathy while remaining business-aware.
* Find effective long-term solutions through problem-solving.
The Individual:
* Previous collections experience will be advantageous, although training will be provided for the right candidate.
* Confident and professional communicators.
* Dedicated to providing a high level of service.
* Fully IT proficient.
Salary/benefits package includes:
* Salary: £27,000 basic.
* Permanent / Full Time.
* Monday to Friday - 9:00 AM to 5:15 PM (45 min lunch).
* Career Development Plans from Day One of Service.
* Benefits Package including Pension scheme, Life Insurance & Income Protection, 26 days holiday + bank holidays, annual bonus scheme.
* 5 days a week initially - after the training period, 1 day a week flexible working.
* Excellent local transport links for non-drivers.
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