Collections Specialist

Together - loans, mortgages & finance; Cheadle; On-site; GBP 25,000 - 36,000; Full time

Benefits offered by this job

26 days holiday

Birthday day off

Holiday homes

Buy & sell holidays

Discretionary annual bonus

Shared Reward Bonus

Matched pension

Health cash plan

Private medical insurance

Life assurance

Critical illness cover

Travel season ticket loans

Ride to work

Gym access

Discounts at local bar/restaurant

Job summary

Together is seeking a Collections Specialist to provide high-quality support to customers in arrears across UK accounts from our Cheadle-based team. You will assess affordability, understand customer circumstances and offer sustainable options, aiming to resolve queries promptly while assisting vulnerable customers with appropriate support.

You will work on inbound/outbound calls, identify potential complaints, and signpost to external help where needed, contributing to positive customer

Qualifications

• Experience in collections and recoveries is essential.
• Ability to deal compassionately with vulnerable customers.
• Experience assessing affordability for customers.
• Strong focus on achieving good customer outcomes.
• Empathetic communication through listening and questioning.
• Excellent attention to detail and accuracy.
• Ability to perform under pressure.

Responsibilities

• Handle inbound and outbound calls regarding arrears on regulated and unregulated accounts.
• Understand customer circumstances and signpost to appropriate support.
• Aim for first contact resolution where possible.
• Identify and attempt to resolve potential complaints.
• Support vulnerable customers with suitable help options.

Skills

Collections recoveries

Affordability assessment

Vulnerable customers

Customer outcomes

Active listening

Attention to detail

Work under pressure

Job description

Benefits of working at Together

• 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
• Matched pension contribution
• Health cash plan plus Private medical insurance
• 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 950 colleagues help our customers throughout the UK, backed by the power of a £8 billion loan book.

Job Description

As a Collections Specialist, you 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 Specialist, we 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

Essential

• Collections and Recoveries experience is a must
• Ability to deal with vulnerable customers
• Experience of assessing affordability
• 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

Desirable

• Experience with mortgage collections

Additional Information

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.