Customer Service Specialist - Arrears/Debt Collection
Location : Fleet
Salary £25-30,000 + benefits + 15% bonus
My client who are based in Fleet are looking for a Customer Service Specialist with experience in Arrears/Debt Collection. Ideally the candidate will have experience in Mortgages/Financial Services. You must be able to build relationships with customers who are in vulnerable situations and have strong negotiation ability.
To manage customer accounts through early identification of financial distress by pro-active customer contact
To successfully influence the outcome for both the customers
Limiting the escalation of arrears to litigation, with a satisfactory customer outcome
Ensure compliance and adherence at all times to the 6 TCF principles, and all other regulatory requirements
Contact all customers where potential hardship/vulnerability is identified and where the direct debit fails for payment collection
Contact customers in arrears by telephone and/or in writing; through thorough relevant questioning establish the customer circumstances and reason for the payment shortfall and endeavour to reach a sustainable solution for payment and wherever possible avoid enforcement action.
Implement forbearance measures at the earliest opportunity.
Through case management, build and maintain the customer relationship for all customers in arrears building a financial profile whilst gathering information from the customer in order to negotiate a sustainable payment plan
Act with integrity, due skill, care and diligence in all dealings with customers and 3rd parties
Self-motivated and driven to achieve results.
Driven to provide excellent customer outcomes.
Teamwork & Ability to work on own initiative.
Excellent Interpersonal/Communication skills & telephone manner.
Previous experience of working within a mortgage collections environment.
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