Customer Collections Advisor

I am looking for a Customer Financial Support/Customer Collections Advisor to join a financial business in Chester. 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 £27/£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