Customer Support & Collections Associate

Aimee Willow Connex Ltd • Permanent • Glasgow, Glasgow City, Scotland, United Kingdom • £28k - £32k / year • 1w ago

You will need to develop a deep understanding of the asset finance businesses, products and processes. You'll use your exceptional interpersonal skills to deliver good customer outcomes ensuring alignment to divisional objectives. An inquisitive nature, strong initiative, problem solving skills and a customer-first approach are key to success in this role.

RESPONSIBILITIES

Customer:

Mitigate losses to the bank through early engagement with customers in financial difficulty and deployment of appropriate collections and recoveries strategies
Confidentially and empathetically communicate with customers through channels including telephone, post and email
Understand customer circumstances through appropriate techniques, including structured questioning and use of income and expenditure analysis
Provide clear explanations of repayment options and independent sources of debt advice to empower customers to make informed decisions
Identify and respond to customer vulnerability ensuring an appropriate level of care, seeking additional support where needed.

Policies & Procedures:

Apply the 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
Ensure that all Governance and Compliance requirements are adhered to and all reporting and reviewing activities required by the Regulatory Bodies are carried out to the standards required

WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE:

Prior experience in collections/recoveries, ideally in relation to lending products
Experience with vulnerable customers
Exceptional communication and interpersonal skills
Excellent analytical skills, with the ability to assess customer circumstances and identify appropriate strategies, applying judgement and decision making skills
The ability to demonstrate emotional intelligence, resilience and empathy
Strong teamwork skills, able to collaborate effectively while maintaining individual workload in a fast paced environment

IT IS NOT ESSENTIAL BUT IT WOULD BE GREAT IF YOU HAVE/CAN:

Deliver excellent customer service via previous customer facing roles with excellent and professional telephony skills
Knowledge of collections and recoveries regulatory requirements and industry standards
Proficiency in Alfa Financial Software

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