Customer Collections Advisor

My client, a successful financial business in Chester is looking to recruit Customer Collections Advisors to join their Customer Finance Support team. This role will involve communicating with customers who have failed to meet their contractual payments towards their Hire Purchase agreement.You will assess each customer's circumstances on a case-by-case basis to ensure the right outcome is achieved and where possible and affordable, negotiate a payment or an arrangement to bring the customers agreement up to date as soon as possible.Key Responsibilities:Communicate with customers who have failed to meet their agreed payment date, showing forbearance and support to help them get their agreement up to dateEnsure all customer agreements are reviewed thoroughly to understand the customer's situation, making sure that all previous agreement notes are checked for previous customer communications and arrangements in placeReview arrears repayment plans on a regular basis to ensure they remain in line with the customer's circumstancesIdentify, recognize and work with customers whose circumstances are often vulnerableCommunicate with customers both verbally and in writing in a clear, fair and not misleading wayCompleting all actions that are agreed with customers in the relevant time frames to ensure the best customer experience is achievedWhere applicable signpost customers to relevant non-for-profit organizations for support and adviceSupport colleagues and the department to ensure all department aims are achievedWork towards achieving daily and monthly targets both individually and as a teamDeliver outstanding customer service at all times in line with our vulnerable customers and debt collections policies and proceduresConduct all tasks in line with regulatory rules and expectations and in particular consumer duty and treat customers fairlyCarry out additional tasks where reasonably expectedLiaise from time to time with 3rd parties in relation to the management of the customer's accountRaise any procedural, departmental risks and concerns in line with company process and escalation routesSkills Required:You must have some experience working in a similar debt management, collections type customer service roleSome life experience and a mature attitude is essentialAble to communicate with vulnerable people and offer advicePossess a professional and understanding manner when assisting customersExcellent communication and customer service skills is essentialCompany Benefits:Salary up to £30k - depending on experienceMonday - Friday 37.5 hours, 8am-4pm, 9am-5pm, 2 Saturdays per month - 8am-12pm at home, time back in lieuPension schemeEmployee referral programmePerks at WorkIncome protection schemeEmployee of the YearLong Service awardsDiscretionary annual bonusLife assuranceDiscounted gym membershipTraining and exam sponsorshipPurchase additional annual leaveSocial events Hours of work
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