Providing a first point of contact service resolution for the customer, educating customers on the alternative options available for the service being supported
Ensuring regulatory compliance in the case of collections activity, determining reason for customer payment delinquency and obtains payment commitment.
Using online systems to accurately document customer account information, adhering to data privacy legislation.
Understand the customers financial situation, providing options and solutions, ensure fair outcomes, including for our vulnerable customers.
Build rapport, empathise, and have meaningful conversations with our customers to deliver excellent customer service.
Handle customer telephone calls (both inbound and outbound) and interactions in an efficient, effective, and professional manner
Responding to customers emails and providing accurate financial calculations
Embrace learning, coaching and development to continuously improve your skills and capability.
Making a difference!
Requirements
Experience in collections and/or a call centre within financial services environment is essential to be considered.
Understanding of OFCOM & FCA regulatory requirements is essential.
Excellent interpersonal and organisational skill.
Analytical, investigatory and problem-solving skills.
Highly effective verbal and written communication skills, to include a high standard of vocabulary & grammar
Ability to demonstrate empathy and ownership of customer and their financial position.
Confident and comfortable speaking and asking questions on the telephone to gain a full understanding of our customers circumstances.
Be able to make decisions considering the risk to the client and impact to the customer using guidance or advice where required.
Show the correct empathy and understanding with our customers - there will be difficult conversations you need to take ownership of
Navigating around our systems and ensuring all details entered are accurate.
Good literacy and numeracy skills. These will be required for email correspondence and calculating finances
Ensuring all regulatory requirements are adhered to through training and compliance.
A positive attitude towards change and a desire to grow to be the best you can be.
What's in it for you?
More experienced Advisors will support the Team Leader by mentoring and supporting team members to improve customer satisfaction and efficiency metrics within the business area
Salary of £25,155
Permanent role
World class training and endless career opportunities , supported by our market leading brands
Monday - Friday working between the hours of 8am - 6pm - no evenings/weekends
22 days annual leave
A wide range of discounts on everything from retail, to health & wellbeing, travel and technology
Access to Private Medical Insurance & Health Assessment plans
Pension schemes, life assurance, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks...the list goes on.........
What will happen next:
Choose apply now to fill out our short application
Your application will be reviewed by our global recruitment team - please consider the minimum requirement to avoid disappointment!
If selected you will be invited to attend a video interview with a member of the recruitment team
Equal opportunities
Benefits
Health insuranceParental leave
Additional Information
We're looking for Collections Advisors to join our team on a Permanent role at Portway House, 1 The Pavilions, Preston, PR2 2YD!
Sound like a bit of you? If so, READ ON....
As a Collections Advisor, you will be engaging with our client's customers who may find themselves in financial difficulty and require information and guidance in order to meet their finance commitments. You will need to take ownership to understand the customers financial situation, providing options and solutions to always ensure fair outcomes.
Experience in collections and/or a call centre within financial services environment is essential to be considered.
Job title:
Collections Agent - no evenings/weekends!
Job Description:
Capita · Preston