Empathetic Collections Specialist

Aimee Willow Connex Ltd; Glasgow; On-site; GBP 23,000 - 29,000; Full time

Job summary

Aimee Willow Connex Ltd is seeking a Customer Support & Collections Associate to develop a deep understanding of asset finance products and processes. You will use your strong interpersonal skills to deliver positive customer outcomes aligned to divisional objectives.

An inquisitive mindset, initiative, problem solving ability and a customer-first approach are essential as you engage with customers across telephone, post and email to explain repayment options and support informed decisions.

Qualifications

• Experience in collections/recoveries or lending products.
• Experience with vulnerable customers.
• Exceptional communication and interpersonal skills.
• Strong analytical ability to assess circumstances and identify strategies.
• Demonstrated emotional intelligence, resilience and empathy.
• Ability to collaborate well in a fast-paced environment.

Responsibilities

• Mitigate losses to the bank through early engagement with customers in financial difficulty.
• Communicate confidentially and empathetically via telephone, post and email.
• Assess customer circumstances using income and expenditure analysis.
• Explain repayment options and independent debt advice sources.
• Identify and respond to customer vulnerability with appropriate care.
• Apply collections and recoveries standards and comply with governance/regulatory requirements.

Skills

Interpersonal skills

Analytical skills

Emotional intelligence

Resilience

Teamwork

Communication

Tools

Alfa Financial Software

Job description

Aimee Willow Connex Ltd is seeking a Customer Support & Collections Associate to develop a deep understanding of asset finance products and processes. You will use your strong interpersonal skills to deliver positive customer outcomes aligned to divisional objectives.

An inquisitive mindset, initiative, problem solving ability and a customer-first approach are essential as you engage with customers across telephone, post and email to explain repayment options and support informed decisions.