Collections Specialist

Together - loans, mortgages & finance; Cheadle; Sur place; GBP 28 000 - 36 000; Plein temps

Avantages offerts par ce poste

26 days holiday

Birthday day off

Holiday homes access

Buy & sell holidays

Discretionary bonus

Shared reward bonus

Matched pension

Health cash plan

Private medical insurance

Life assurance

Critical illness cover

Travel season ticket loans

Ride to work scheme

Gym access

Local bar/restaurant discounts

Résumé du poste

Together in Cheadle is seeking a proactive Collections Specialist to support customers in financial difficulties and in-life vulnerabilities. You will manage inbound and outbound arrears enquiries and work to offer sustainable solutions.

You will listen first, assess affordability, and guide customers to appropriate support, with a focus on protecting outcomes and delivering first contact resolution where possible.

Qualifications

• Collections and Recoveries experience is a must.
• Ability to deal with vulnerable customers.
• Experience of assessing affordability.
• An understanding of good customer outcomes.
• Empathetic approach through listening and questioning.
• Excellent attention to detail.
• Ability to work under pressure.

Responsabilités

• Deal with inbound and outbound 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.

Connaissances

Collections experience

Vulnerable customers handling

Affordability assessment

Customer outcomes focus

Active listening

Attention to detail

Work under pressure

Description du poste

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.

Responsibilities

• 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.

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