Case Officer
| Posting date: | 15 April 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £25,000 |
| Hours: | Full time |
| Closing date: | 15 May 2024 |
| Location: | Grantham, NG31 7FZ |
| Company: | Totemic Ltd |
| Job type: | Permanent |
| Job reference: | 435 |
Summary
Job Advert
Are you Customer-focused, an excellent communicator with good listening skills? Then we may have something for you……
Required to work from our Grantham, Lincolnshire office for the first 6 months of employment.
A bit about us:
We help people who are in debt, by providing free debt advice and debt solutions based around what people can afford to repay. We
provide full training that delivers all the skills you’ll need to be successful in your new role and providing our clients with an
excellent service.
We offer a full training package and if progression within your career interest you, we can support that too. That’s why over 90%
of our managers have been promoted from within!
With 28 days holiday (including bank holidays), charity days, fun inter team events, our summer fun-day (an aqua park, dragon boat
racing, kayaking and karaoke amongst the activities!) we want you to reach your potential and have fun doing it, that’s why its
embedded in our company values.
We offer every colleague 2 charity days a year if they wish to help in the local community or support a charity, they hold close
to their hearts. We have a clear vision of helping those in need, enjoying what we do and having fun doing it. We'd love you to
join us too!
Read our reviews on Trustpilot: PayPlan Reviews | Read Customer Service Reviews of www.payplan.com (trustpilot.com)
[https://uk.trustpilot.com/review/www.payplan.com]
WHAT CAN WE OFFER YOU?
Working under the Totemic Holdings group, you’ll have access to a range of employee benefits. Our benefits include free on-site
parking at all our office locations, cycle to work scheme, access to our 24/7 Employee Assistance Programme, dedicated Wellbeing
Champions across the business, and wellbeing rooms at all office locations, company pension, company-wide clubs, and groups,
including running club, a football team and a menopause support group, extra benefits for long-serving employees, including
additional holiday and much more.
The role IVA Client Support Case Officer:
IVA Client Support works with clients who are in Individual Voluntary Arrangements (IVAs), ensuring that the maximum levels of
client care is always adhered to.
A Case Officer within IVA Client Support will be responsible for supervising a case load of IVAs through to their completion.
Reviewing their finances and requirements on a regular basis always ensuring the best outcome for the clients and their creditors.
Salary: £25,000 per annum
MAIN RESPONSIBILITIES:
* Monitoring & maintaining a case load daily, working within SLAs/KPI’s.
* Client retention & income maximization (using tools available)
* Ensuring the client information is entered and updated accurately; covering all relevant details to ensure the clients ongoing
care within the IVA.
* Working towards increased productivity to increase revenue and attrition.
* Take responsibility for your output, managing your caseload or diary and/or maximising your availability for making/receiving
calls, digital communication.
* Checking modifications and clauses have been addressed and reported correctly.
* Proactively gain client trust by building rapport, acknowledging, and guiding whilst highlighting or proactively questioning
the current or new vulnerabilities.
* Maintaining accurate and effective working practice (CPD, E learning)
* Maintaining a high level of integrity.
* Building and sustaining effective relationships with clients and creditors
* Ensuring that appropriate levels of technical and process knowledge are maintained with any concerns being highlighted to your
Team Manager.
* Reviewing the correct solution.
What key skills are we are looking for?
* Excellent communication skills with the ability the understand the needs of the client, adapting conversations to ensure
rapport and client care are built and maintained.
* Ability to work effectively in a team and as an individual.
* High level of customer care.
* Professional approach to colleagues, clients, and creditors.
* Negotiation skills.
* Attention to detail.
* The ability to work autonomously and prioritise your own workload.
* Positive with a flexible and enthusiastic approach.
If this sounds like the role for you, we’d love to hear from you! Apply now or get in touch if you’d like further information.
Are you Customer-focused, an excellent communicator with good listening skills? Then we may have something for you……
Required to work from our Grantham, Lincolnshire office for the first 6 months of employment.
A bit about us:
We help people who are in debt, by providing free debt advice and debt solutions based around what people can afford to repay. We
provide full training that delivers all the skills you’ll need to be successful in your new role and providing our clients with an
excellent service.
We offer a full training package and if progression within your career interest you, we can support that too. That’s why over 90%
of our managers have been promoted from within!
With 28 days holiday (including bank holidays), charity days, fun inter team events, our summer fun-day (an aqua park, dragon boat
racing, kayaking and karaoke amongst the activities!) we want you to reach your potential and have fun doing it, that’s why its
embedded in our company values.
We offer every colleague 2 charity days a year if they wish to help in the local community or support a charity, they hold close
to their hearts. We have a clear vision of helping those in need, enjoying what we do and having fun doing it. We'd love you to
join us too!
Read our reviews on Trustpilot: PayPlan Reviews | Read Customer Service Reviews of www.payplan.com (trustpilot.com)
[https://uk.trustpilot.com/review/www.payplan.com]
WHAT CAN WE OFFER YOU?
Working under the Totemic Holdings group, you’ll have access to a range of employee benefits. Our benefits include free on-site
parking at all our office locations, cycle to work scheme, access to our 24/7 Employee Assistance Programme, dedicated Wellbeing
Champions across the business, and wellbeing rooms at all office locations, company pension, company-wide clubs, and groups,
including running club, a football team and a menopause support group, extra benefits for long-serving employees, including
additional holiday and much more.
The role IVA Client Support Case Officer:
IVA Client Support works with clients who are in Individual Voluntary Arrangements (IVAs), ensuring that the maximum levels of
client care is always adhered to.
A Case Officer within IVA Client Support will be responsible for supervising a case load of IVAs through to their completion.
Reviewing their finances and requirements on a regular basis always ensuring the best outcome for the clients and their creditors.
Salary: £25,000 per annum
MAIN RESPONSIBILITIES:
* Monitoring & maintaining a case load daily, working within SLAs/KPI’s.
* Client retention & income maximization (using tools available)
* Ensuring the client information is entered and updated accurately; covering all relevant details to ensure the clients ongoing
care within the IVA.
* Working towards increased productivity to increase revenue and attrition.
* Take responsibility for your output, managing your caseload or diary and/or maximising your availability for making/receiving
calls, digital communication.
* Checking modifications and clauses have been addressed and reported correctly.
* Proactively gain client trust by building rapport, acknowledging, and guiding whilst highlighting or proactively questioning
the current or new vulnerabilities.
* Maintaining accurate and effective working practice (CPD, E learning)
* Maintaining a high level of integrity.
* Building and sustaining effective relationships with clients and creditors
* Ensuring that appropriate levels of technical and process knowledge are maintained with any concerns being highlighted to your
Team Manager.
* Reviewing the correct solution.
What key skills are we are looking for?
* Excellent communication skills with the ability the understand the needs of the client, adapting conversations to ensure
rapport and client care are built and maintained.
* Ability to work effectively in a team and as an individual.
* High level of customer care.
* Professional approach to colleagues, clients, and creditors.
* Negotiation skills.
* Attention to detail.
* The ability to work autonomously and prioritise your own workload.
* Positive with a flexible and enthusiastic approach.
If this sounds like the role for you, we’d love to hear from you! Apply now or get in touch if you’d like further information.