Empathetic Collections & Customer Support Advocate

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

Job summary

Aimee Willow Connex Ltd in East Kilbride is seeking a dedicated professional for a collections/recoveries role. You will engage customers in difficulty, explain repayment options, and provide empathetic support while maintaining compliance with governance standards.

The role requires strong communication, analytical thinking and teamwork to deliver positive customer outcomes in a fast-paced environment.

Qualifications

• Experience in collections/recoveries or lending products is preferred.
• Ability to handle vulnerable customers with empathy and care.
• Strong communication and interpersonal skills are essential.
• Excellent analytical skills to assess customer circumstances and determine suitable strategies.

Responsibilities

• Mitigate losses through early engagement with customers in difficulty and apply appropriate collections strategies.
• Communicate with customers via phone, post and email in a confidential and empathetic manner.
• Understand customer circumstances using questioning and income/expenditure analysis.
• Explain repayment options clearly and point to independent sources of debt advice.
• Identify and respond to customer vulnerability and escalate where needed.

Skills

Communication

Analytical thinking

Emotional intelligence

Teamwork

Tools

Alfa Financial Software

Job description

Aimee Willow Connex Ltd in East Kilbride is seeking a dedicated professional for a collections/recoveries role. You will engage customers in difficulty, explain repayment options, and provide empathetic support while maintaining compliance with governance standards.

The role requires strong communication, analytical thinking and teamwork to deliver positive customer outcomes in a fast-paced environment.