Collections and Recoveries Specialist

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

Job summary

A leading financial services provider in Cheadle is seeking a Collections Specialist to deliver outstanding support to customers facing financial difficulties. The role involves managing customer inquiries, ensuring effective solutions, and providing empathetic assistance to vulnerable clients. Join a team committed to excellence and customer satisfaction.

Benefits

26 days holiday

Buy & sell holidays

Discretionary annual bonus

Life assurance

Critical illness cover

Health cash plan

Private medical insurance

Free access to company holiday homes

Travel season ticket loans

Free local gym access

Qualifications

• Exceptional customer service and communication skills.
• Empathetic approach to customers through active listening.

Responsibilities

• Handle inbound and outbound calls regarding arrears.
• Identify and resolve customer complaints.
• Provide support for vulnerable customers.

Skills

Customer Service

Communication

Empathy

Attention to Detail

Active Listening

Problem Solving

Job description

• Working Hours: Standard (09:00am-17:30pm)
• Department: Collections
• Office or Field Based: Office Based (Cheadle, SK8 3GW)
• Contract type: Permanent

Company Description

We are Together-Proud to be a Financial Services success story based in South Manchester. Established in 1974, we employ over 700 colleagues.

A specialist lender offering a range of mortgage and secured loan products to individuals and businesses, who are typically underserved by mainstream lenders. We play our part to turn challenges into opportunities which make our customers'financial ambitions accessible.

Over 50years of successful trading has positionedTogetheras a market leader, thanks to a common-sense approach to lending.

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

Benefits working at Together

• 26days holiday (increasing with service), plus bank holidays
• Buy & sell holidays
• Discretionary annual bonus
• Life assurance
• Critical illness cover
• Health cash plan
• Private medical insurance
• Free access to company holiday homes
• Travel season ticket loans
• Ride to work scheme
• Free local gym access
• Local bar / restaurant discounts

Ambition is in our nature and we’ve created ambitious commitments to make sure we can play our part in protecting the future for generations to come. Check out our Sustainability page to find out more:

Together Money 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.

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