Customer Support & Collections Associate

Close Brothers Group; Glasgow; Hybrid; GBP 21,000 - 32,000; Full time

Job summary

Close Brothers Group plc is seeking a Customer Support & Collections professional to support customers in financial difficulty within the Asset and Leasing Team, ensuring compliant collections strategies.

You will engage with customers across phone, post and email, apply standard procedures, and escalate complex issues as needed.

This role offers hybrid working in the UK with opportunities to develop stakeholder management and analytical skills.

Qualifications

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

Responsibilities

• Mitigate losses through early engagement with customers in financial difficulty.
• Speak with customers empathetically via phone, post and email.
• Apply collections and recoveries standards and procedures.
• Log customer dissatisfaction and follow escalation processes.
• Escalate complex queries not resolved at first contact.
• Identify improvements to enhance outcomes for customers and the bank.
• Collaborate with colleagues across CBAFL on best practices.
• Ensure governance, compliance, and regulatory reporting requirements are met.

Skills

Communication

Analytical

Emotional intelligence

Teamwork

Tools

Alfa Financial Software

Job description

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 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.