Empathetic Collections & Customer Care Specialist

Aimee Willow Connex Limited; Glasgow; On-site; GBP 25,000 - 35,000; Full time

Job summary

Aimee Willow Connex Limited is seeking a dedicated professional to join its asset finance collections team in the UK. You will engage with customers in financial difficulty and deploy appropriate collections strategies with empathy and integrity.

Strong analytical skills, emotional intelligence and excellent communication are essential to assess circumstances, explain options, comply with regulations, and escalate when needed in a fast-paced environment.

Qualifications

• Prior experience in collections/recoveries, ideally for lending products.
• Experience with vulnerable customers and empathetic communication.
• Excellent analytical and decision-making abilities.
• Strong teamwork and the ability to handle a fast-paced environment.

Responsibilities

• Mitigate losses to the bank through early engagement with customers in financial difficulty and deployment of appropriate collections strategies.
• Communicate confidentially and empathetically with customers via phone, post and email.
• Understand customer circumstances using structured questioning and income/expenditure analysis.
• Explain repayment options clearly and point to independent debt advice when needed.
• Identify and respond to customer vulnerability with appropriate care and escalation.
• Apply Collections and Recoveries Standards and maintain regulatory reporting.
• Log customer dissatisfaction per complaints/escalation processes.
• Escalate complex queries that cannot be resolved at first contact.
• Suggest improvements to enhance customer and bank outcomes.
• Ensure governance and compliance requirements are met.

Skills

Customer service

Analytical skills

Emotional intelligence

Teamwork

Communication

Problem solving

Tools

Alfa Financial Software

Job description

Aimee Willow Connex Limited is seeking a dedicated professional to join its asset finance collections team in the UK. You will engage with customers in financial difficulty and deploy appropriate collections strategies with empathy and integrity.

Strong analytical skills, emotional intelligence and excellent communication are essential to assess circumstances, explain options, comply with regulations, and escalate when needed in a fast-paced environment.