Collections - Vulnerable and Forbearance Specialist

• Servicing Specialist - (Vulnerable/Forbearance Team)
• Fully Remote Based
• £27,000 + Bonus
• PERMANENT

*** PLEASE NOTE THAT THIS ROLE HAS A START DATE OF 13TH MAY 2024***

• Do you have experience of dealing with VULNERABLE customers BY TELEPHONE within a financial services industry, ideally within Collections?
• Have you handled high call volumes in the above role?
• Would you describe yourself as having a resilient character?
• Do you have experience in discussing forbearance measures for customers?

If your answer is YES to all the above questions, then read on, this could well be the next role for YOU!

**PLEASE ONLY APPLY TO THIS ROLE IF YOU HAVE SOLID EXPERIENCE OF SUPPORTING VULNERABLE CUSTOMERS, IN HIGH CALL VOLUMES**

Our client is seeking confident, empathetic communicators to join their rapidly expanding team. The overall purpose of the role is to support customers by telephone who are deemed as vulnerable. This role will be to act as a processing expert for both simple and complex tasks supporting improved business performance.

Forbearance is a specialist team responsible for assisting customers who may be struggling financially and who are identified as vulnerable. The main purpose is to offer forbearance options to allow the customer to review and organise their finances and for the account to be rehabilitated and moved back to a stable position.

You may be helping customers who have mental health problems, learning difficulties, disabilities and terminal or critical illness. Other tasks that you will be responsible for will be Deceased, Mortgage Restructuring Solutions and Non recoverable Seconds.

Key Accountabilities

• Plan and prioritise allocated workloads against agreed service standards.
• Take ownership for investigating and responding to internal and external requests accurately and efficiently.
• Competent to support high volume calls and/or transactions across the wider area.
• Resolve challenging customer communications and queries to effective resolution.
• Ensure all work completed is done so in accordance with applicable regulation, procedure and policy whilst utilising judgement to resolve issues.
• Resolve queries or referrals from both within and outside of the team.
• Consider risk when completing daily activities.
• Identify process improvements and efficiencies and represent your area of specialism where required.
• Carry out any reasonable task or duty as requested.

Candidates will be effective at:

• Attention to detail and accuracy.
• Keying, processing, of all customer and 3rd party incoming workloads.
• Using and understanding core systems within customer contact and administration environments.
• Balancing customer requirements with departmental objectives.
• Taking ownership of queries and responding within a timely manner.
• Managing challenging conversations with customers and achieving an effective resolution/outcome autonomously.

Our Client offers a comprehensive benefits package which includes a discretionary annual bonus scheme, 25 days annual leave (rising with service), a company pension scheme and life assurance to name a few.

If you are looking for a new and exciting opportunity and have the resilience that we are looking for, do not delay - APPLY TODAY! We look forward to speaking with and supporting you in finding YOUR next role.

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