Hybrid Customer Support & Collections Specialist

LGBT Jobs; Glasgow; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Hybrid work option

Job summary

Close Brothers in Glasgow is recruiting a Customer Support & Collections Associate to help mitigate losses and support customers in financial difficulty while maintaining regulatory standards. You'll work in a hybrid setup, engaging with customers by phone, email, and post, and collaborate with collections colleagues to apply approved strategies and ensure compliant outcomes.

This role emphasizes clear communication, empathy, and strong stakeholder management to balance customer outcomes with

Qualifications

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

Responsibilities

• Mitigate losses to the bank through early engagement with customers in financial difficulty and deployment of appropriate collections and recoveries strategies.
• Confidentially and empathetically speak with customers through channels including telephone, post and email.
• Apply the CBAF Collections and Recoveries Standards, and associated procedures, to all customer dealings.
• Identify and log customer dissatisfaction in an appropriate and professional manner whilst adhering to complaints/escalation process.
• Escalate complex queries or situations that cannot be resolved at first instance.
• Identify improvements to enhance customer and/or Bank outcomes.
• Engage proactively with collections colleagues across the wider CBAFL business – imparting lessons learned and best practices.
• Ensure governance and compliance requirements are adhered to and reporting to regulatory bodies is carried out.

Skills

Communication

Stakeholder management

Analytical skills

Emotional intelligence

Teamwork

Tools

Alfa Financial Software

Job description

Close Brothers in Glasgow is recruiting a Customer Support & Collections Associate to help mitigate losses and support customers in financial difficulty while maintaining regulatory standards. You'll work in a hybrid setup, engaging with customers by phone, email, and post, and collaborate with collections colleagues to apply approved strategies and ensure compliant outcomes.

This role emphasizes clear communication, empathy, and strong stakeholder management to balance customer outcomes with