Start Date: 3rd Jan (although a later start can be facilitated)

Role Overview:

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.

Benefits

• Hybrid working

• Great holiday package – with the option to buy/sell holidays

• Good pension contribution

• Life insurance

• SNACKS!

• Private dental, medical and optical insurance

Salary £25- £28DOE

Standard or Other:

Jobs on MERJE.com will expire after 1 month by default, please state if you would prefer a specific date for the job to expire.

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