Customer Collections Advisor

My client, a successful financial business in Chester is looking to recruit Customer Collections Advisors to join their Customer Finance Support team. This role will involve communicating with customers who have failed to meet their contractual payments towards their Hire Purchase agreement.

You will assess each customer’s circumstances on a case-by-case basis to ensure the right outcome is achieved and where possible and affordable, negotiate a payment or an arrangement to bring the customers agreement up to date as soon as possible.

Key Responsibilities:

Communicate with customers who have failed to meet their agreed payment date, showing forbearance and support to help them get their agreement up to date

Ensure all customer agreements are reviewed thoroughly to understand the customer’s situation, making sure that all previous agreement notes are checked for previous customer communications and arrangements in place

Review arrears repayment plans on a regular basis to ensure they remain in line with the customer’s circumstances

Identify, recognize and work with customers whose circumstances are often vulnerable

Communicate with customers both verbally and in writing in a clear, fair and not misleading way

Completing all actions that are agreed with customers in the relevant time frames to ensure the best customer experience is achieved

Where applicable signpost customers to relevant non-for-profit organizations for support and advice

Support colleagues and the department to ensure all department aims are achieved

Work towards achieving daily and monthly targets both individually and as a team

Deliver outstanding customer service at all times in line with our vulnerable customers and debt collections policies and procedures

Conduct all tasks in line with regulatory rules and expectations and in particular consumer duty and treat customers fairly

Carry out additional tasks where reasonably expected

Liaise from time to time with 3rd parties in relation to the management of the customer’s account

Raise any procedural, departmental risks and concerns in line with company process and escalation routes

Skills Required:

You must have some experience working in a similar debt management, collections type customer service role

Some life experience and a mature attitude is essential

Able to communicate with vulnerable people and offer advice

Possess a professional and understanding manner when assisting customers

Excellent communication and customer service skills is essential

Company Benefits:

Salary up to £30k - depending on experience

Monday - Friday 37.5 hours, 8am-4pm, 9am-5pm, 2 Saturdays per month - 8am-12pm at home, time back in lieu

Pension scheme

Employee referral programme

Perks at Work

Income protection scheme

Employee of the Year

Long Service awards

Discretionary annual bonus

Life assurance

Discounted gym membership

Training and exam sponsorship

Purchase additional annual leave

Social events Hours of work