Hybrid: Customer Support & Collections Specialist

LGBT Jobs; Manchester; Hybrid; GBP 26,000 - 38,000; Full time

Job summary

Close Brothers Asset Finance is seeking a Customer Support and Collections Associate in Manchester. You will assist customers in financial difficulty with tailored collections strategies within your authority, while delivering empathetic, compliant service.

The role requires experience in lending collections, strong communication, and the ability to assess customer circumstances. You will work in a hybrid setup between office and home, with a focus on regulatory adherence.

Qualifications

• Prior experience in collections/recoveries for lending products.
• Experience handling vulnerable customers with sensitivity.
• Excellent communication and interpersonal abilities.
• Strong analytical and problem-solving skills.
• Demonstrated emotional intelligence, resilience and empathy.
• Ability to work effectively in a fast-paced environment.

Responsibilities

• Engage with customers to mitigate losses and deploy collections strategies.
• Communicate empathetically via telephone, post and email.
• Assess customer circumstances using structured questioning and income/expense analysis.
• Explain repayment options and provide debt advice sources.
• Identify customer vulnerability and escalate as needed.
• Ensure compliance with governance and regulatory requirements.
• Log customer dissatisfaction and adhere to escalation processes.
• Collaborate with colleagues to improve outcomes.

Skills

Excellent communication and Interpres

Experience in collections/recoveries

Experience with vulnerable customers

Analytical skills

Emotional intelligence and empathy

Teamwork skills

Tools

Alfa Financial Software

Job description

Close Brothers Asset Finance is seeking a Customer Support and Collections Associate in Manchester. You will assist customers in financial difficulty with tailored collections strategies within your authority, while delivering empathetic, compliant service.

The role requires experience in lending collections, strong communication, and the ability to assess customer circumstances. You will work in a hybrid setup between office and home, with a focus on regulatory adherence.