Collections Executive

Lightfoots Solicitors; Thame; On-site; GBP 25,000 - 35,000; Full time

Job summary

Lightfoots Solicitors recherche un Customer Solutions Associate pour agrandir son équipe de litiges. Le poste implique des interactions avec les clients d'une grande banque de détail, et nécessite une expérience dans les services financiers, en particulier dans l'administration hypothécaire. Vous jouerez un rôle clé en garantissant un service client exceptionnel, en aidant les clients en difficulté financière et en établissant des relations solides avec des partenaires tiers.

Benefits

Private Medical Insurance

Enhanced pension scheme

Discounted gym memberships

Enhanced annual leave

Paid volunteer days

Access to 24/7 GP service

Generous family friendly policies

Qualifications

• Expérience avérée dans les services financiers réglementés par la FCA au Royaume-Uni.
• Connaissance raisonnable des produits de prêt, de préférence dans le secteur des hypothèques.
• Approche axée sur le client et compétences exceptionnelles au téléphone.

Responsibilities

• Gérer les appels entrants et sortants avec professionnalisme et empathie.
• Discuter des options de sursis avec les clients et convenir de la meilleure solution de paiement.
• Identifier les clients vulnérables et fournir un soutien adapté.

Skills

Customer Service

Telephone Skills

Written Communication

Verbal Communication

Empathy

Education

Experience in FCA regulated Financial Services

Knowledge of lending products

Experience in Mortgage Administration/Servicing

Tools

Microsoft Excel

Job description

Lightfoots Solicitors has been at the heart of the community in Thame for 170 years. With five offices across Oxfordshire and Buckinghamshire, Lightfoots is proud of its unrivalled reputation of excellence for all of our services.

We are expanding our Litigation team to support the acquisition of a major new contract. This is an exceptional opportunity to join a thriving team and play a key role in delivering excellence as we take on an innovative new challenge.

Our Customer Solutions Associates, will engage with customers of a major retail bank. This role is critical to ensuring customers receive understanding, empathy and a professional approach, therefore a passion for customer service is key for success in this role.

Key Responsibilities

• Dealing with customers for queries and information requests.
• Adhere to the Firm's policies and processes.
• Contact customers regarding overdue balances, payments, fees, and charges to ensure informed customer interactions.
• Conduct inbound and outbound calls professionally and empathetically, ensuring fair treatment and good outcomes for customers.
• Establish reasons for arrears and ensure collection of required information including updated income and expenditure/ affordability data, in view of any changes to the customer’s circumstances.
• Discuss potential forbearance options with the customer and agree the best possible payment arrangement in the given situation.
• Identify 'vulnerable' customers and provide tailored support in line with the Firm’s Vulnerable Customers Policy and client requirements as required.
• Establish and maintain effective working relationships with key third-party business partners.
• Provide relevant statements to customers promptly in accordance with regulatory guidelines.
• Recognize and identify customer complaints, escalating them appropriately.
• Assist customers in arrears by presenting information and available options in accordance with client requirements.
• Escalate accounts in accordance with Firm procedures when all options to recover monies have been exhausted, and legal action may be required.
• Report incidents with potential customer impact to management.
• Assist in identifying potential financial crime, money laundering, or criminal activity, following prescribed processes.

What We’re Looking For

• Proven experience in the FCA regulated Financial Services within UK.
• Reasonably good knowledge of lending products, preferably within the mortgage sector.
• Prior experience in Customer Services or Arrears Management, with a preference for candidates with experience in mortgage administration/ servicing.
• Awareness of legal and regulatory environment in relation to mortgage lending and administration.
• Customer-focused approach, preferably with awareness of Consumer Duty.
• Exceptional telephone skills and strong written and verbal communication skills as well as high levels of integrity
• Proficient in Microsoft Suite, particularly Excel.

Why work for Lightfoots Solicitors?

Our staff are our greatest asset and we work hard to provide a culture where you can thrive and enjoy a fantastic career. We provide a range of benefits to support you in and outside of the workplace.

Firstly, you will enjoy enhanced annual leave in addition to bank holidays, an enhanced pension scheme, alongside a competitive salary.

For your health

BUPA Private Medical Insurance (after a qualifying period), Healthcare cash plan for your everyday healthcare expenses for you and your dependents, access to a 24/7 GP service, Employee Assessment Programme,company sick pay, free flu vaccinations, and more.

Discounted gym memberships, fruit in all offices, paid volunteer days, Wellbeing and awareness events across the year.

Your wellbeing and mental health is our highest priority at Lightfoots, which is why we have 9 qualified Mental Health First Aiders across the firm to provide confidential support.

For you and your family

We provide an option to use your own sickness entitlement if a dependent is unwell and needs your care. We also provide enhanced Maternity, Adoption and Paternity leave alongside many more family friendly policies. Generous discounts on legal services.

For your career

We offer Significant learning and development opportunities alongside a structured appraisal process, sponsored training for qualifications, networking opportunities and access to 100s of webinars and training activities.

For your belonging

We have an active Social committee, Charity Committee, Wellbeing Committee and an ESG committee. We actively encourage new joiners to take an active part in a committee if it is an area of interest.

We have firm organised events throughout the year including quarterly socials, breakfast briefings, book club and lots more…….

If you think this role is perfect for you (or nearly perfect, we would still like to hear from you) please apply or if you would simply like to find out more you can contact our recruitment team on [e-mail] .

As a Disability Confident employer, we promote diversity and provide equal opportunities for all individuals. We prioritise inclusivity and ensure we have a supportive and accessible workplace for those with disabilities. If you require any adjustments to be able to attend an interview please do let us know.

Recruitment decisions are made on fair and objective criteria.