Hybrid: Customer Support & Collections Pro

Close Brothers Group; Glasgow; Hybrid; GBP 21,000 - 32,000; Full time

Job summary

Close Brothers Group plc is seeking a Customer Support & Collections professional to support customers in financial difficulty within the Asset and Leasing Team, ensuring compliant collections strategies.

You will engage with customers across phone, post and email, apply standard procedures, and escalate complex issues as needed.

This role offers hybrid working in the UK with opportunities to develop stakeholder management and analytical skills.

Qualifications

• Exceptional communication and stakeholder management skills.
• Excellent analytical skills to assess customer circumstances.
• Demonstrates emotional intelligence, resilience and empathy.
• Strong teamwork skills with ability to manage own workload.

Responsibilities

• Mitigate losses through early engagement with customers in financial difficulty.
• Speak with customers empathetically via phone, post and email.
• Apply collections and recoveries standards and procedures.
• Log customer dissatisfaction and follow escalation processes.
• Escalate complex queries not resolved at first contact.
• Identify improvements to enhance outcomes for customers and the bank.
• Collaborate with colleagues across CBAFL on best practices.
• Ensure governance, compliance, and regulatory reporting requirements are met.

Skills

Communication

Analytical

Emotional intelligence

Teamwork

Tools

Alfa Financial Software

Job description

Close Brothers Group plc is seeking a Customer Support & Collections professional to support customers in financial difficulty within the Asset and Leasing Team, ensuring compliant collections strategies.

You will engage with customers across phone, post and email, apply standard procedures, and escalate complex issues as needed.

This role offers hybrid working in the UK with opportunities to develop stakeholder management and analytical skills.