Collections and Recoveries Adviser

Gatehouse Bank Plc; England; On-site; GBP 25,000 - 35,000; Full time

Job summary

A challenger bank in the UK seeks a dedicated customer service representative to assist clients facing payment difficulties. The role involves handling calls, building relationships, and ensuring compliance with regulations. Candidates should have collections experience and excellent customer service skills.

Benefits

25 days holiday entitlement

Pension plan

Private medical insurance

Dental cover

Income protection

Life assurance

Employee referral bonus

Qualifications

• Experience in a regulated customer service environment.
• Knowledge of Consumer Duty regulations is beneficial.
• Experience working with vulnerable customers is desired.

Responsibilities

• Manage day-to-day interactions with customers struggling to pay.
• Make and receive calls, addressing customer queries effectively.
• Monitor customer payment issues and liaise with relevant parties.

Skills

Collections experience

Excellent customer service skills

Problem resolution skills

Job description

Overview

The purpose of this role is to be responsible for the day-to-day handling of customers who are having difficulties paying their home or buy to let finance. We want to encourage early engagement with customers and provide support in an empathetic manner and to provide support to customers that is flexible based on their individual circumstances, ensuring the regulatory requirements and an effective customer journey is achieved.

Responsibilities

• Making outbound calls, answering incoming calls, and responding to customer correspondence in a timely manner.
• Build customer relationships by actively listening and resolving queries/complaints quickly, efficiently, and accurately. Explain policies and procedures courteously and patiently.
• Monitor all customer cases where payments are not being made as per the Terms and Conditions of the finance including but not limited to monitoring payments, writing to customers, and liaising with third parties.
• Identify and escalate any issues to managers.
• Develop and maintain a working knowledge of policies, procedures and systems.
• Adhere to the risk framework, identifying and escalating any issues as they arise.

Qualifications / Requirements

• Collections experience required (experience within conventional mortgages or Islamic home financing is desirable).
• Good knowledge of Consumer Duty regulations (desirable).
• Customer service experience in a regulated environment (desirable).
• Experience working with vulnerable customers (desirable).
• Excellent customer service and problem resolution skills.

Company & Benefits

Founded in 2007, we are a challenger bank that operates in accordance with Shariah principles, with offices in London, Milton Keynes, Birmingham and Wilmslow. We offer personal and corporate savings products and finance for UK residential and commercial property, in addition to sourcing and advising on UK real estate investments.

• 25 days holiday entitlement increasing with service
• Pension plan
• Private medical insurance
• Dental cover
• Income protection
• Life assurance
• Employee referral bonus