Collections advisor
| Dyddiad hysbysebu: | 04 Ebrill 2025 |
|---|---|
| Cyflog: | £26,000 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 15 Mehefin 2025 |
| Lleoliad: | Redditch, WOR, b98 |
| Cwmni: | Workforce Recruitment and Training |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 130969 |
Crynodeb
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: ** 07350 435445 **T: ** 01527 749923 **
** **E: ** lwatts@weareworkforce.co.uk
**#INDLW25**
**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: ** 07350 435445 **T: ** 01527 749923 **
** **E: ** lwatts@weareworkforce.co.uk
**#INDLW25**