Customer Support Officer - MF Collections

• Deal empathetically with customers whilst questioning and probing to understand their circumstances
• Examine accounts in arrears, verify the elements, obtain instructions regarding their recovery and determine appropriate action
• Communicate with customers in arrears to agree sustainable payment arrangements in line with affordability
• Monitor judgment cases to ensure payments are made as ordered
• Agree and subsequently monitor forbearance arrangements with customers
• Interpret customer’s instructions and action in accordance with departmental processes and procedures
• Adhering to agreed company regulation and legislation eg FCA, DPA, CONC, MCOB etc.
• Understanding forbearance options available to customers and working with them to understand their long-term intentions of repaying their loan balance
• Manage, organise and update information on relevant computer systems

• Excellent communication skills
• Ability to use own initiative and work within a team
• Demonstrate problem solving and analysis skills with attention to detail and accuracy
• Willing to learn new systems quickly using existing IT skills
• Ability to adapt to change and remain calm under pressure

Further information on the role can be found in the Purpose and Performance Profile (PPP), which is downloadable on this page.

Inclusion
As a Disability Confident Employer, we want to ensure that our vacancies are accessible for everyone.  If you have a disability, long term health condition or are neurodiverse and need us to adjust our recruitment process please get in touch with our recruitment team.

What can we offer you?

Generous Holiday Allowance: Starting from 25 days and climbing to 30, you also get to enjoy a day off for your birthday, Christmas Eve, and New Year’s Eve. You can also buy or sell up to a week’s leave

• Share Save Scheme: Annually, you have the opportunity to buy shares in Paragon at a discounted rate
• Profit Related Pay: We share some of our annual profit with our eligible employees
• Pension Plan: We contribute up to 10% of your annual salary towards your pension
• Family Friendly policies: We offer enhanced parental pay and paid time off for fertility treatment
• Employee Discounts: Enjoy exclusive discounts on entertainment, travel, shopping, motoring and more
• Volunteering Day: Contribute to causes you care about with one volunteering day per year
• Life Assurance and Personal Accident Cover

Be flexible

We promote flexibility around how and where we work so that you can achieve a healthier work-life balance. We operate hybrid working, splitting our week between the office and home.

Be yourself

As an equal opportunities employer, we welcome diversity and care about inclusion. That’s why we want you to be your whole self at work. We believe an inclusive workplace is good for each of us, great for our customers and better for our business. Our Equality, Diversity and Inclusion Network meets regularly to share challenges, experience, and ideas to build a more equal, diverse, and inclusive business.

Be heard

We listen to your point of view, with our People Forum and regular employee surveys making sure you can use your voice and influence our future.

Be well

We will give you access to a range of tools and resources to support your wellbeing. This will include a digital GP service via our free Employee Assistance Programme, access to our Wellbeing team to connect you with the help you need to get more out of life and our Vitality at Work programme to provide you with discounted gym membership, fitness equipment and another multitude of wellbeing services.

Be better

We want you to reach your potential and, as a Platinum Investors in People employer, we’ll encourage you to learn and develop by building a personalised development plan together with your manager.