Collections advisor

We are seeking a Customer Support Agent to play a vital role in assisting customers throughout the duration of their finance agreements. This is a dynamic, customer-centric position that requires strong teamwork, excellent communication skills, empathy, and a proactive approach to problem-solving.

Key Responsibilities:

• Respond to customer inquiries via phone, email, and live chat in a prompt and professional manner.

• Provide clear, accurate information regarding finance agreements, products, services, and customer options.

• Resolve complaints and queries with empathy, ensuring fair outcomes for customers.

• Maintain accurate customer records, documenting all interactions according to internal procedures.

• Manage cases from start to finish, ensuring timely follow-up, progression, and resolution.

• Monitor and manage customer payment arrangements, ensuring prompt action and effective engagement.

• Conduct affordability assessments and recommend appropriate forbearance options.

• Negotiate payment plans for customers, particularly those in higher arrears.

• Review customer applications and conduct trace activity to reconnect with lost contacts.

• Coordinate vehicle returns under Voluntary Surrender or Voluntary Termination, including transport and sale.

• Manage shortfall accounts after vehicle disposal or in cases without remaining assets.

• Assess the need for field agent visits based on customer circumstances.

• Instruct repossession only after all other resolution options have been explored, ensuring compliance with legal and internal guidelines.

• Monitor vehicle status, ensuring compliance with insurance and MOT requirements.

• Liaise with internal teams and external partners, such as field agents and recovery services, to support case resolution.

• Ensure all actions comply with regulations, internal policies, and industry best practices.

• Assist in the rehabilitation of agreements, bringing accounts back into a current status where possible.

• Identify vulnerable customers and provide appropriate support, including signposting to relevant resources.

• Handle sensitive conversations with professionalism and empathy, particularly in cases involving enforcement or repossession.

• Process secure payments over the phone and assist with payment-related queries.

• Consistently deliver high-quality customer service, meeting service levels and targets.

• Adhere to compliance, data protection, and documentation standards.

Knowledge & Experience:

• Good standard of secondary education with at least C-grades in Maths and English; higher levels of education preferred.

• No formal qualifications required, as full training will be provided.

• Experience in a customer-focused or service-based role, preferably within the financial services industry, is desirable but not essential.

Key Competencies:

• Customer Service: Committed to providing a first-class customer experience, prioritizing the customer's needs with a balance of empathy and assertiveness.

• Attention to Detail: Demonstrates accuracy and thoroughness in task execution while balancing the need to deliver results.

• Innovation & Problem Solving: Continuously seeks better ways of working and uses strong problem-solving skills to find the best solutions.

• Communication: Excellent listening, verbal and written communication skills, adjusting communication style to fit the audience.

• Judgement & Decision Making: Uses sound judgment, drawing from solid knowledge when making decisions or offering advice.

• Integrity: Builds trust through honesty, ethical behaviour, and adherence to promises and rules.

• Planning & Organising: Effectively plans and prioritizes workload to achieve desired outcomes within timelines.

• Energy & Drive: Demonstrates enthusiasm, energy, and determination to meet and exceed objectives.

• Team Work: Collaborates transparently with others to support team goals.

• Tenacity & Resilience: Perseveres through challenges with creativity, focus, and determination.

• Business & Regulatory Awareness: Stays informed about industry developments and regulatory changes, applying this knowledge in day-to-day activities.

This role is ideal for those who thrive in a fast-paced, customer-focused environment and enjoy problem-solving while ensuring that customers receive the highest level of service.

Lauren Watts
Recruitment Consultant | Workforce Professional

M: (phone number removed)   T: (phone number removed)
E: (url removed)

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