Payment Support Analyst

Anderson Knight is working with a leading organisation in the financial services sector to recruit a Payment Support Analyst. This role focuses on supporting customers who have fallen behind on their payments, helping them find solutions that lead to positive outcomes.

Working Hours:

• Monday to Friday: 08:00 - 20:00


• Weekends: 09:00 - 18:00
  
  Shifts are allocated on a rotational basis to ensure coverage during service hours. Flexibility is crucial, and hybrid working arrangements are available after completing a 5-6 week training programme.

Key Responsibilities:

• Carry out collections activities in line with company policies, procedures, and regulatory guidelines.


• Manage cases with customers in arrears, working to achieve positive outcomes for both the company and the customer while minimising financial losses.


• Handle inbound and outbound collection calls professionally, updating records accurately after each interaction.


• Maintain performance levels and consistently meet targets, addressing any challenges proactively.


• Complete income and expenditure assessments accurately, using financial data to determine suitable repayment solutions for customers.


• Demonstrate excellent telephone communication skills, building rapport and negotiating effectively to support positive outcomes for customers.

Requirements:

• Previous experience in a collections role is preferred.


• Knowledge of the Treating Customers Fairly (TCF) principles.


• A positive attitude, openness, and transparency.


• Strong attention to detail.


• Essential customer service experience.

Benefits:

• 33 days of holiday (including 25 days of annual leave and 8 public holidays).


• An additional holiday on your birthday.


• Discretionary bonus scheme.


• 15% pension contributions.


• Eyecare and private medical insurance (PMI) benefits.