Collections Specialist

Together; Cheadle; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

26 days holiday

Birthday day off

Company holiday homes

Discretionary annual bonus

Shared Reward Bonus

Life assurance

Critical illness cover

Pension matched

Health cash plan

Private medical insurance

Job summary

Together is recruiting a Collections Specialist to support customers in financial difficulties. You will handle inbound and outbound arrears inquiries, assess customers’ circumstances, and tailor sustainable support plans.

The role focuses on compassionate, effective resolution and proactive signposting to aid vulnerable customers. Based in the UK, the team delivers high-quality customer outcomes and works to protect the organisation’s loan book while maintaining fair treatment and clear

Qualifications

• Experience in collections and recoveries is essential.
• Ability to deal with vulnerable customers.
• Experience assessing affordability.
• Understanding of good customer outcomes.
• Empathetic approach with active listening.
• Excellent attention to detail.
• Ability to work under pressure.

Responsibilities

• Handle inbound and outbound calls relating to arrears.
• Listen, ask questions, and understand the root cause of financial situations.
• Work with the customer to identify needs and suitable solutions.
• Resolve enquiries to completion, aiming for first contact resolution.
• Identify and address potential customer complaints.
• Support vulnerable customers with appropriate help and signpost to relevant services.

Skills

Recoveries exp

Vulnerable customers

Affordability assessment

Customer outcomes

Active listening

Attention to detail

Pressure handling

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
• Life assurance and Critical illness cover
• Travel season ticket loans and Ride to work scheme
• Free local gym access
• Local bar / restaurant discounts
• Matched pension contribution
• Health cash plan plus Private medical insurance

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.