Customer Support & Collections Associate

Aimee Willow Connex; Glasgow; On-site; GBP 26,000 - 36,000; Full time

Job summary

Aimee Willow Connex in Scotland is seeking a collections and recoveries professional to engage with customers facing financial difficulty and apply appropriate strategies. You will communicate empathetically across phone, post and email, assess circumstances using structured questioning and income/expenditure analysis, and explain repayment options with access to debt advice.

The role prioritises governance, compliance and customer care, with opportunities to improve processes and log

Qualifications

• Experience in collections/recoveries, ideally in relation to lending products.
• Experience with vulnerable customers.
• Excellent analytical skills and the ability to assess customer circumstances and identify appropriate strategies.
• Deliver excellent customer service via previous customer facing roles with excellent and professional telephony 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 communicate with customers through channels including telephone, post and email
• Understand customer circumstances through appropriate techniques, including structured questioning and use of income and expenditure analysis
• Provide clear explanations of repayment options and independent sources of debt advice to empower customers to make informed decisions
• Identify and respond to customer vulnerability ensuring an appropriate level of care, seeking additional support where needed.
• Apply the 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
• 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
• Knowledge of collections and recoveries regulatory requirements and industry standards.

Skills

Exceptional communication skills

Analytical skills

Emotional intelligence

Resilience

Teamwork

Tools

Alfa Financial Software

Job description

You will need to develop a deep understanding of the asset finance businesses, products and processes. You'll use your exceptional interpersonal skills to deliver good customer outcomes ensuring alignment to divisional objectives. An inquisitive nature, strong initiative, problem solving skills and a customer-first approach are key to success in this role.

RESPONSIBILITIES

Customer:

• Mitigate losses to the bank through early engagement with customers in financial difficulty and deployment of appropriate collections and recoveries strategies
• Confidentially and empathetically communicate with customers through channels including telephone, post and email
• Understand customer circumstances through appropriate techniques, including structured questioning and use of income and expenditure analysis
• Provide clear explanations of repayment options and independent sources of debt advice to empower customers to make informed decisions
• Identify and respond to customer vulnerability ensuring an appropriate level of care, seeking additional support where needed.

Policies & Procedures:

• Apply the 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
• 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:

• Prior experience in collections/recoveries, ideally in relation to lending products
• Experience with vulnerable customers
• Exceptional communication and interpersonal skills
• Excellent analytical skills, with the ability to assess customer circumstances and identify appropriate strategies, applying judgement and decision making skills
• The ability to demonstrate emotional intelligence, resilience and empathy
• Strong teamwork skills, able to collaborate effectively while maintaining individual workload in a fast paced environment

IT IS NOT ESSENTIAL BUT IT WOULD BE GREAT IF YOU HAVE/CAN:

• Deliver excellent customer service via previous customer facing roles with excellent and professional telephony skills
• Knowledge of collections and recoveries regulatory requirements and industry standards
• Proficiency in Alfa Financial Software