Collections Specialist

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

Job summary

A leading company in customer support seeks a Collections Specialist to assist customers facing financial difficulties. The role involves engaging with clients through calls, providing empathetic support and ensuring their needs are met. Join a diverse and inclusive team dedicated to delivering exceptional service.

Qualifications

• Experienced in customer service with strong communication skills.
• Ability to empathize with vulnerable customers while resolving issues.
• Detail-oriented with strong problem-solving skills.

Responsibilities

• Handle inbound and outbound calls related to customer arrears.
• Work with customers to understand their financial situation and needs.
• Resolve enquiries and complaints aiming for first contact resolution.

Skills

Customer service

Communication

Empathy

Active listening

Attention to detail

Ability to work under pressure

Job description

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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 circumstances and offer appropriate sustainable support for customers in financial difficulties or experiencing vulnerabilities. You will handle inbound and outbound enquiries from customers at all stages of arrears.

We are looking for someone to:

• Deal with inbound and outbound calls related to early and late-stage arrears on regulated and unregulated accounts
• Understand the root cause of a customer's financial situation through listening and questioning, and work with the customer to identify their needs
• Resolve customer enquiries to completion, aiming for first contact resolution where possible
• Identify and attempt to resolve potential customer complaints
• Understand the needs of vulnerable customers and arrange appropriate support, including signposting to relevant organizations

Qualifications

Essential:

• Exceptional customer service and communication skills, with a focus on minimizing customer effort
• A clear understanding of what constitutes good customer outcomes
• An empathetic approach, active listening, and effective questioning
• Excellent attention to detail
• Ability to work under pressure

If you possess some of these skills but not all, we encourage you to apply. We are open to discussing your suitability for the role.

Additional Information

We embrace diversity and inclusion and are proud to be an equal opportunity workplace. We celebrate and support differences, valuing colleagues for who they are. We are committed to building a team with diverse backgrounds, perspectives, and skills.

If you require any support or reasonable adjustments during the recruitment process, please inform us in your application. We will do our best to accommodate your needs.

Note: All successful applicants will undergo employment reference, financial, and criminal record checks.