Empathetic Collections & Customer Care Specialist

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

Job summary

Aimee Willow Connex Ltd is seeking a dedicated professional to support recoveries and collections within a customer-centric team. You will engage with customers early in financial difficulty, applying appropriate strategies while maintaining confidentiality and empathy across channels such as phone, post, and email.

You will analyse customer circumstances, explain repayment options, and direct customers to trusted debt advice.

Qualifications

• Prior experience in collections/recoveries, ideally in lending products.
• Experience with vulnerable customers.
• Excellent analytical skills, with ability to assess circumstances and identify appropriate strategies.
• Exceptional communication and interpersonal skills.
• Demonstrates emotional intelligence, resilience and empathy.
• Strong teamwork in a fast-paced environment.

Responsibilities

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

Skills

Collections/recoveries experience

Vulnerable customers experience

Communication skills

Analytical ability

Emotional intelligence

Teamwork

Tools

Alfa Financial Software

Job description

Aimee Willow Connex Ltd is seeking a dedicated professional to support recoveries and collections within a customer-centric team. You will engage with customers early in financial difficulty, applying appropriate strategies while maintaining confidentiality and empathy across channels such as phone, post, and email.

You will analyse customer circumstances, explain repayment options, and direct customers to trusted debt advice.