Collections Specialist

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

Job summary

A financial services company in Cheadle seeks a Collections Specialist to support customers in financial distress. The successful candidate will provide premium assistance, resolve inquiries on arrears, and ensure first contact resolution where possible. Candidates should demonstrate excellent communication and problem-solving skills, with the ability to empathize with vulnerable customers and direct them to relevant support services.

Qualifications

• Experience in handling customer inquiries and complaints effectively.
• Ability to understand financial difficulties and provide appropriate support.
• Strong communication skills and active listening.

Responsibilities

• Handle inbound and outbound calls related to account arrears.
• Identify customers' needs and provide tailored support.
• Ensure resolution of inquiries at first contact.

Skills

Customer communication

Problem-solving

Empathy

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