Customer Support & Collections Associate

LGBT Jobs; Glasgow; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Hybrid work option

Job summary

Close Brothers in Glasgow is recruiting a Customer Support & Collections Associate to help mitigate losses and support customers in financial difficulty while maintaining regulatory standards. You'll work in a hybrid setup, engaging with customers by phone, email, and post, and collaborate with collections colleagues to apply approved strategies and ensure compliant outcomes.

This role emphasizes clear communication, empathy, and strong stakeholder management to balance customer outcomes with

Qualifications

• Exceptional communication and stakeholder management skills.
• Excellent analytical skills with ability to assess customer circumstances.
• Demonstrates emotional intelligence, resilience and empathy.
• Strong teamwork skills whilst maintaining individual workload.

Responsibilities

• Mitigate losses to the bank through early engagement with customers in financial difficulty and deployment of appropriate collections and recoveries strategies.
• Confidentially and empathetically speak with customers through channels including telephone, post and email.
• Apply the CBAF Collections and Recoveries Standards, and associated procedures, to all customer dealings.
• Identify and log customer dissatisfaction in an appropriate and professional manner whilst adhering to complaints/escalation process.
• Escalate complex queries or situations that cannot be resolved at first instance.
• Identify improvements to enhance customer and/or Bank outcomes.
• Engage proactively with collections colleagues across the wider CBAFL business – imparting lessons learned and best practices.
• Ensure governance and compliance requirements are adhered to and reporting to regulatory bodies is carried out.

Skills

Communication

Stakeholder management

Analytical skills

Emotional intelligence

Teamwork

Tools

Alfa Financial Software

Job description

Customer Support & Collections Associate

Location: Glasgow, United Kingdom

Job Type: Permanent

Pay: Competitive Basic Salary + Benefits + Discretionary Bonus

Highlighted points for this job

• Customer Support & Collections role
• Opportunity for hybrid working
• Focus on collections and recovery strategies
• Emphasis on communication and stakeholder management skills
• Requirement for compliance with regulatory expectations

Overall Summary

At Close Brothers we look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life.

Join the Close Brothers Asset and Leasing Team where you will provide appropriate support operating within designated authorities and identify tailored and effective collections and recovery strategies for our customers, whilst maintaining compliance with relevant internal and external regulatory expectations.

Working as part of the Customer Support & Collections team our ideal team member will have previous experience in assisting customers in financial difficulty with excellent interpersonal skills.

Responsibilities

• Mitigate losses to the bank through early engagement with customers in financial difficulty and deployment of appropriate collections and recoveries strategies
• Confidentially and empathetically speak with customers through channels including telephone, post and email
• Apply the CBAF Collections and Recoveries Standards, and associated procedures, to all customer dealings
• Identify and log customer dissatisfaction in an appropriate and professional manner whilst adhering to complaints/escalation process
• Escalate complex queries or situations that cannot be resolved at first instance
• Identify improvements to enhance customer and/or Bank outcomes
• Engage proactively and positively with collections colleagues across the wider CBAFL business – imparting lessons learned and best practices
• Ensure that all Governance and Compliance requirements are adhered to and all reporting and reviewing activities required by the Regulatory Bodies are carried out to the standards required

We would love to hear from you if you have:

• Exceptional communication and stakeholder management skills, with the ability to effectively interact with internal and external stakeholders
• Excellent analytical skills, with the ability to assess customer circumstances and identify appropriate strategies, applying judgement and decision making skills
• Demonstrates emotional intelligence, resilience and empathy
• Strong teamwork skills whilst maintaining individual workload

It is not essential but it would be great if you have:

• Experience in delivering excellent customer service via previous customer facing roles with excellent and professional telephony skills
• Experience of dealing with customers in financial difficulty
• Knowledge of collections and recoveries regulatory requirements and industry standards
• Proficiency in Alfa Financial Software

We are committed to providing an inclusive and accessible recruitment process. We recognise that candidates may have specific needs that require adjustments to ensure they have a fair and equal opportunity to demonstrate their skills and abilities. Candidates who require the job description or application form in an alternative format, or any other adjustments, are encouraged to email us at [e-mail] or request a call back.

About us

At Close Brothers we support employees to balance their work life priorities and in this role you will be able to enjoy a mixture of hybrid working.

Close Brothers is a leading UK merchant banking group providing lending, deposit taking and securities trading. We employ approximately 3,000 people, principally in the United Kingdom and Ireland. Close Brothers Group plc is listed on the London Stock Exchange and is a constituent of the FTSE 250.

To find out more about Close Brothers, please visit our careers page: https://www.closebrothers.com/careers

To find out more about life at Close Brothers:https://www.closebrothers.com/life-close-brothers#374017299-899295541

To find out more about our benefits:https://www.closebrothers.com/employee-benefits

To find out more about our commitment to creating an inclusive environment:Our Responsibility - Diversity and inclusion ¦ Close Brothers Group

If this job opportunity is not suitable, then check out the other LGBT friendly jobs across UK!