Collections Agent

Together; Cheadle; On-site; GBP 25,000 - 35,000; Full time

Job summary

At Together, the Collections Specialist role involves supporting customers facing financial difficulties, understanding their circumstances, and working towards sustainable solutions. Candidates should possess strong customer service skills and an empathetic approach, with an emphasis on attention to detail. This position plays a crucial role in ensuring positive outcomes for vulnerable customers while maintaining high standards of communication.

Benefits

26 days holiday plus a day off for your birthday

Free access to company holiday homes

Discretionary annual bonus

Life assurance and Critical illness cover

Travel season ticket loans

Free local gym access

Local bar / restaurant discounts

Qualifications

• Exceptional Customer Service and communication skills.
• Empathetic approach through active listening.
• Excellent attention to detail and ability to work under pressure.

Responsibilities

• Provide high quality support to customers in financial difficulties.
• Handle inbound and outbound calls regarding arrears.
• Resolve customer enquiries aiming for first contact resolution.

Skills

Customer Service

Communication

Attention to Detail

Active Listening

Problem Solving

Job description

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• 26 days holiday, and a day off for your birthday (increasing with service to 30 days), plus bank holidays
• Free access to company holiday homes
• Buy & sell holidays
• Discretionary annual bonus plus an additional Shared Reward Bonus
• Life assurance and Critical illness cover
• Travel season ticket loans and Ride to work scheme
• Free local gym access
• Local bar / restaurant discounts

Company Description

We’re Together. For over 50 years, we’ve helped thousands of people, businesses and professionals unlock their property ambitions with our common-sense approach to mortgages and secured loans.

We take the time to understand our customers and our door is always open, so we can often help when other lenders can’t or won’t. Based in Cheadle, Cheshire, our 750 colleagues help our customers throughout the UK, backed by the power of a £7 billion loan book.

Job Description

As a Collections Specialistyou will be providing high quality support to our customers. Your aim will be to understand a customer's circumstance and offer the appropriate sustainable support for customers in financial difficulties or are experiencing in-life vulnerabilities. You will be dealing with inbound and outbound enquiries from customers in all stages of arrears.

As a Collections Specialistwe are looking for someone to:

• Deal with inbound and outbound telephone calls from customers relating to early and/or late stage arrears on regulated and unregulated accounts.
• Listen and question and understand the root cause of a customer's financial situation and work with the customer to find their needs.
• Resolve customer enquiries to completion, aiming for first contact resolution where appropriate.
• Identify and attempt to resolve potential customer complaints
• Understand the needs of vulnerable customers and arrange the appropriate type of support, including signposting to organisations who can help.

Qualifications

• Exceptional Customer Service and communication skills, with a commitment to minimising customer effort
• An excellent understanding of what a good customer outcomes looks like
• An empathetic approach to customers through active listening and effective questioning
• Excellent attention to detail
• Ability to work under pressure

Additional Information

If you feel you have some of the skills mentioned above, but not all, please do still apply and we would be happy to have a further discussion with you in regards to your suitability for the role.

Together embraces diversity and inclusion, and are proud to be an equal opportunity workplace. Not only do we welcome difference – we celebrate it, support it and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds, perspectives and skills.

If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.

Please note that all successful applicants will undergo relevant employment reference, financial and criminal record checks.