Customer Service Officer - Collections

Legal & General; Metropolitan Borough of Solihull; On-site; GBP 24,000 - 29,000; Full time

Job summary

An established industry player is seeking passionate individuals to join their dynamic Collections team. This role is essential in supporting customers facing financial challenges, providing empathetic and professional service. You'll build rapport with clients, handle sensitive situations with care, and ensure timely resolutions. With a focus on personal development and a commitment to a diverse and inclusive culture, this position offers a rewarding opportunity to make a real difference in people's lives while enjoying a comprehensive benefits package. Join us in creating brighter financial futures for all.

Benefits

Annual performance-related bonus plan

Generous pension contribution

Life assurance

Healthcare Plan

At least 25 days holiday

Electric car scheme

Discounts on products and services

Collaborative office spaces

Qualifications

• Proficiency in Microsoft Office and strong communication skills.
• Experience in financial services and customer interaction preferred.

Responsibilities

• Support customers experiencing financial difficulties with empathy.
• Manage time effectively and provide accurate, compliant service.

Skills

Verbal Communication

Written Communication

Attention to Detail

Empathy

Education

Experience in Financial Services

Computer Literacy

Tools

Microsoft Office

Job description

Company Description

Legal & General (L&G) is a leading UK financial services group and major global investor.

We’ve been safeguarding people’s financial futures since 1836, and strive to build a better society, while improving the lives of our customers and creating value for shareholders.

We are one of the world’s largest asset managers and provide powerful asset origination capabilities. Together, these underpin our retirement and protection solutions: we are an international player in pension risk transfer, in UK and US life insurance, and in UK workplace pensions and retirement income.

L&G Retail supports the savings, protection and retirement needs of around 14 million people, through our portfolio of retail and workplace businesses.

Our Retail division helps people enjoy a more colourful retirement, both directly and through their employers, including Lifetime Mortgages, Retirement Interest Only Mortgages and financial advice on our range of lending products.

We are the UK’s number one individual life insurer, and also provide Group Protection products for employers – all helping people to plan for the unexpected. We support home buying through our Mortgage Club – the UK’s largest – and our award-winning Surveying Services team. And our fintech team finds and supports socially useful start-ups and scale-ups working in the workplace, home, insurance and wealth areas.

Joining us means helping create brighter financial futures for all our customers.

Job Description

Join our dynamic Collections team, where you'll play a crucial role in supporting customers experiencing financial difficulties. We are committed to providing empathetic, professional, and timely service to our diverse customer base. If you are passionate about helping others and thrive in a fast-paced environment, we want to hear from you. You will attract a salary of £24,525.

What you'll be doing:

• Building rapport quickly with customers over the phone
• Identifying vulnerable indicators and treating customers with empathy
• Managing your time effectively to deliver on promises made to customers
• Providing accurate, compliant, and timely service
• Handling sensitive and complex situations with care
• Maintaining relationships with internal and external customers
• Collating and analysing information to make informed decisions
• Using customer feedback to improve working practices

Qualifications

Who we're looking for:

• Computer literate with proficiency in Microsoft Office
• Strong verbal and written communication skills
• Excellent attention to detail
• Previous experience in financial services preferred
• Experience with direct customer interaction, either face-to-face or by phone
• Ability to work well within a team environment
• Commitment to personal development and staying up-to-date with industry requirements

Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer:

• The opportunity to participate in our annual, performance -related bonus plan and valuable share schemes
• Generous pension contribution
• Life assurance
• Healthcare Plan (permanent employees only)
• At least 25 days holiday, plus public holidays, 26 days after 2 years’ service. There’s also the option to buy and sell holiday
• Competitive family leave
• Participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax efficient salary sacrifice (permanent employees only)
• There are the many discounts we offer – both for our own products and at a range of high street stores and online
• In 2023, some of our workspaces were redesigned. Our offices are great spaces to connect and collaborate and have your wellbeing at the heart

Additional Information

At L&G, we believe it's possible to generate positive returns today while helping to build a better future for all.

If you join us, you’ll be part of a welcoming, inclusive culture, with opportunities to collaborate with people of diverse backgrounds, views, and experiences. Guided by leaders with integrity who care about your future and wellbeing. Empowered through initiatives which support people to develop their careers and excel.

We care passionately about outcomes rather than attendance and are therefore open to discussing all kinds of flexible working options including part-time, term-time and job shares.Although some roles have limited flexibility due to customer demand, we accommodate requests when we can.

It doesn’t matter if you don’t meet every single criterion in this advert. Instead, think about what you excel at and what else you can bring in terms of strengths, potential and connection to our purpose.