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We are recruiting on behalf of a reputable financial services company seeking a Specialist Support/Vulnerable Customer Collections Agent. This role focuses on assisting vulnerable customers and those in arrears to find solutions that ensure positive outcomes.
Hours: 35 hours per week with flexibility required to cover shifts between Monday to Sunday (business hours range from 8am to 8pm on weekdays and 9am to 6pm on weekends).
Key Responsibilities:
- Carry out specialist support and collections activities in line with company policies and procedures.
- Provide tailored assistance to vulnerable customers to achieve the best possible results.
- Manage forbearance cases with the aim of bringing agreements up to date.
- Handle inbound and outbound communications and maintain accurate records.
- Ensure compliance with all regulations and internal policies.
- Conduct affordability assessments and negotiate suitable, sustainable repayment plans.
Requirements:
- Previous experience supporting vulnerable customers, TEXAS knowledge preferred.
- Knowledge of FCA regulations.
- Strong communication and negotiation skills.
- Flexible, detail-oriented, and team-focused approach.
This is an excellent opportunity for someone with a passion for customer service and compliance, looking to make a real impact.
