Our clients’ ethos is to provide a high-quality service which results in excellent customer service/satisfaction. You will be working in a small, close-knit team, collecting, facilitating and chasing payments from consumers who have credit cards, loans etc. It’s not a call centre environment as they do not subscribe to targets. They truly believe a happy and motivated workforce will produce the best results for them, and more importantly, their customers.
Key responsibilities include:
•Conduct frontline collection services across an array of product portfolios
•Responding to customer queries and resolving issues through multiple channels, including web-chat, email and phone calls.
•Managing workflow priorities on a case-by-case basis
•Communicate clearly and effectively with vulnerable customers, showing empathy and understanding, whilst remaining focused on the customer journey and experience.
•Liaise with external debt management companies to provide best placed solutions for supporting the customers’ needs
•Suggest ways for process improvements across the platforms you are utilising, on order to enhance the customer journey both in terms of efficiency and satisfaction
•Supporting the wider operational areas with any additional workflow they may require assistance with
Previous experience and skills / qualifications:
•Recent, relevant collections experience, ideally within the financial services industry
•Able to show compassion and empathy to build rapport and create a successful resolution for both customer and company
•Able to remain calm under pressure and resilient in their approach to collecting outstanding arears
•Strong knowledge of litigation, insolvency and debt sale
•You will be a quick learner, but also have strong foundations and experience in interacting with customers, working with both detail and data.
•Excellent communication skills (written and verbal), in order to effectively communicate with customers. Demonstrating warmth, empathy and understanding is crucial.
•Able to understand customer problems and break them down in order to find solutions.
•Strong attention to detail and experience working directly with customers account data as well as any sensitive information.
•Great holiday package – with the option to buy/sell holidays
•Good pension contribution
•Private dental, medical and optical insurance
Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately your application has been unsuccessful.