Shirley
Collections
Up to £21,000 + benefits
Permanent

About the Role

Brief description
We are very excited to announce we are currently recruiting to expand our innovative and energetic team. You will be a part of a dynamic team on a mission to revolutionise customer experiences. You must be a self-motivated individual and pride yourself on building excellent relationships with existing and potential customers.

Career progression continues to be a strength as our highly profitable business continues to grow and invest across all business areas whilst taking their ambitious business plans on to the next level.

Purpose of the role
The purpose of the role is to efficiently and effectively recover any monies due on consumer portfolios within the current regulatory frameworks. 

This will involve dealing with both verbal and written communication with customers and authorised third parties.

A high level of commitment, self-motivation and adherence to regulation and legislation is required as well as adhering to the CLS policies and procedures, to provide suitable and fair outcomes for our customers.
 
Duties and responsibilities
  • Deal empathetically with customers whilst questioning and probing to understand their circumstances
  • Examine accounts in arrears, and up-to-date accounts, and work with customers to proactively identify; vulnerable/sensitive customers, customers experiencing financial hardship or a customer making a complaint, referring to specialist teams where applicable
  • Handle escalated calls from customers to ensure that complex queries and complaints are handled swiftly and effectively by making decisions on the correct course of action for an account
  • Understand the reason and likely timeframe of financial hardship and make suitable / sustainable arrangements with customers
  • Communicate with customers / authorised third parties to agree and monitor payment arrangements in line with the CLS forbearance policy and the customers affordability
  • Monitor Judgment / orders cases to ensure that payments are made as ordered
  • Communicate and provide accurate information in a timely manner by relevant methods internally and externally in line with company policy and procedures
  • Identify customer needs and complete required actions in accordance with departmental processes and procedures
  • Manage, organise and update relevant information onto CACS/Aries and relevant CLS databases
  • Become conversant and adhere to all departmental and HRD processes and procedures
  • Perform all tasks within the agreed CLS service levels
  • Represent the organisation in a highly professional manner at all times
  • Adhere to agreed company regulation and external legislation e.g. FCA, OFCOM, rules, guidelines and principles, GDPR etc
  • Operate on an automated inbound and outbound dialling system
  • Embrace changes to policy and procedures and use own initiative to challenge potential barriers and provide the most appropriate outcome for the customer
  • Achieve personal objectives
  • Pro-actively identify and report risk events to the relevant risk champion
  • May be required to undertake activity and review work on post litigation accounts
  • May be required to undertake activity on end of term and interest review accounts

About You

Skills
  • Demonstrate excellent communication skills, ability to empathise, and challenge processes and work approaches appropriately
  • Ability to use own initiative and work as an effective team member
  • Ability / experience to identify and probe effectively where vulnerability / complaint or other underlying reasons are suspected
  • Ability to recognize when to adapt communication style to suit the customer or colleague 
  • Problem analysis and problem solving with an attention to detail and accuracy
  • IT aptitude and the ability to learn appropriate systems
  • Adaptability and the ability to remain calm under pressure
  • A passionate “can do” attitude
Qualifications and experience
Grade C or above, GCSE (or equivalent) in English and Mathematics.

Working hours
During the working week the hours will be 8.30am to 5.00pm twice a week, 10.00am to 7.00pm twice a week and 8.30am to 1.45pm once a week.

Additional weekend hours are required for this role. They consist of 10 hours split across an eight week period. You may be required to work some bank holidays however this will be included in the annual holiday entitlement.

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