Empathetic Collections & Customer Support Pro - Hybrid

Close Brothers Asset Finance; Manchester; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Hybrid working

Job summary

Close Brothers Asset Finance is seeking a proactive professional to assist customers in financial difficulty, delivering effective collections strategies while maintaining compliance. You will use your interpersonal skills to achieve positive outcomes and support divisional objectives in a hybrid working environment.

You will develop a deep understanding of CBAF products and processes, applying problem-solving and customer-first approaches to success in the role.

Qualifications

• Prior experience in collections/recoveries related to lending products.
• Experience handling vulnerable customers with sensitivity.
• Excellent communication and interpersonal skills.
• Strong analytical skills to assess customer circumstances and tailor recovery strategies.
• Demonstrates emotional intelligence, resilience and empathy.
• Able to collaborate effectively while managing individual workload in a fast-paced environment.

Responsibilities

• Mitigate losses through early engagement with customers in financial difficulty and apply appropriate collections strategies.
• Communicate confidentially and empathetically with customers via phone, post and email.
• Assess customer circumstances using questioning and income/expenditure analysis.
• Explain repayment options and provide sources of debt advice to help informed decisions.
• Identify vulnerable customers and provide appropriate care and escalation where needed.
• Ensure adherence to Collections and Recoveries standards and regulatory requirements.

Skills

Collections experience

Vulnerable customers

Communication skills

Analytical thinking

Emotional intelligence

Teamwork

Tools

Alfa Financial Software

Job description

Close Brothers Asset Finance is seeking a proactive professional to assist customers in financial difficulty, delivering effective collections strategies while maintaining compliance. You will use your interpersonal skills to achieve positive outcomes and support divisional objectives in a hybrid working environment.

You will develop a deep understanding of CBAF products and processes, applying problem-solving and customer-first approaches to success in the role.