Job Title: Customer Support Officer – Collections

Salary: £21,500 – £23,500

Location: Solihull

Hours: 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.

Description:

Due to expansion our client, a well-respected and long-established financial services company based in Solihull is currently recruiting to expand their 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.

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 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 policies and procedures, to provide suitable and fair outcomes for our customers.

Key Duties:

• 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 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 databases
• Perform all tasks within the agreed service levels
• Operate on an automated inbound and outbound dialling system
• Pro-actively identify and report risk events to the relevant risk champion

Key Skills/Experience Required:

• Previous experience in a similar role
• 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
• Grade C or above, GCSE (or equivalent) in English and Mathematics

In return for your hard work, you will earn a starting salary of £21,500 – £23,500 and excellent benefits.

If you are interested in finding out more or know of someone who might be interested than please get in touch. You can email careers@morganparkes.co.uk or call 0121 296 5766

Morgan Parkes Recruitment Ltd operate in the UK and can only process applications from candidates who are currently eligible to live and work in the UK. We operate a strict equal opportunities policy.

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