Empathetic Collections & Customer Support Specialist

Close Brothers.; Manchester; Hybrid; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Private medical

Discounted health checks

Stakeholder pension contribution

Gym discounts

Cycle to work scheme

Gym discounts

Purchase additional holiday

Job summary

Close Brothers Asset Finance seeks individuals with a customer-focused mindset to support customers in financial difficulty, delivering appropriate collections and recovery strategies within compliance. You will develop knowledge of CBAF products, operate with your designated authority and strive for positive outcomes aligned with divisional objectives.

We value inquisitive problem-solvers with strong communication, emotional intelligence and resilience who can collaborate in a fast-paced

Qualifications

• Prior experience in collections/recoveries for lending products.
• Experience communicating with vulnerable customers.
• Strong written and verbal communication skills.
• Excellent analytical skills to assess customer circumstances.
• Ability to demonstrate emotional intelligence, resilience and empathy.
• Strong teamwork and ability to manage workload in fast-paced environments.

Responsibilities

• Mitigate losses by early engagement with customers in financial difficulty and apply effective collections strategies.
• Communicate confidentially and empathetically with customers by phone, post and email.
• Assess customer circumstances using structured questioning and income/expenditure analysis.
• Explain repayment options clearly and point to debt-advice sources.
• Identify vulnerability and arrange appropriate care and additional support.

Skills

Collections & recoveries

Vulnerable customers

Communication

Analytical thinking

Emotional intelligence

Teamwork

Tools

Alfa Financial Software

Job description

Close Brothers Asset Finance seeks individuals with a customer-focused mindset to support customers in financial difficulty, delivering appropriate collections and recovery strategies within compliance. You will develop knowledge of CBAF products, operate with your designated authority and strive for positive outcomes aligned with divisional objectives.

We value inquisitive problem-solvers with strong communication, emotional intelligence and resilience who can collaborate in a fast-paced