Collections Agent

Job Description

SPECIALIST COLLECTIONS AGENTOur client is an award-winning bank providing savings accounts and lending services to over one million customers.Specialist Collections AgentBusiness: VEHICLE FINANCEReportingto: Collections Team LeaderBusiness area: CollectionsLocation: Solihull Our clients customers are at the heart of everything they do, but they cant achieve their customer focused strategy without the right people in their team.They know that people are their biggest investment, which is why a career with them is not just a job. Its the chance to be part of something bigger, to add real value to the Group and help them constantly improve, in order to achieve their ambition ofbecoming the best bank in Britain.They believe in giving their staff autonomy, with initiative and exceptional performance recognised through a variety of individual and team awards and incentives. All their employees have a tangible impact on the Groups core values, and they are lookingfor candidates who are enthusiastic, proactive and enjoy working in a fast-paced environment. So, join them as we strive to Grow, Sustain and CareJob purposeThe Collections team is responsible for providing great customer outcomes and achieving key business commercial goalsYou will talk with customers, listen to them and work with them to agree a way forward, such as a agreeing an affordable and sustainable repayment plan, or the return of the car. Youll achieve this by demonstrating fantastic customer service expertise,such as empathy and listening skills, using the information shared with you to enable your customers to make informed decisionsJob Description Consistently perform against a suite of KPIs across Customer Experience & Outcomes, Sustainability, and Commerciality Contact customers via phone (both inbound and outbound calls using dialler software), and email, to discuss their account and agree a way forward such as agreeing an affordable and sustainable repayment plan, or the return of the car. Where needed, provideBreathing Space and/or signpost for Free Money Advice. Ensure that the collections software is updated accurately to capture what you have discussed and agreed Effectively identify customers who may be experiencing vulnerability, supporting them appropriately, which may include a referral to their specialist support team Identify customer complaints, capturing these on the complaints software, and where appropriate resolve the complaint yourself, otherwise escalating to the complaints team Proactively promote customer service excellence by sharing ideas to improve customer experience with usKey Responsibilities Consistent performance against a suite of KPIs to deliver great customer outcomes, and achieve business goals Adherence to agreed schedules Regulatory compliance Undertake mandatory training, and pass all associated assessments (a combination of monthly, and annual assessments)Person SpecificationKnowledge, Skills and Experience A good communicator, great listener and able to demonstrate empathy when needed (which will be often!) Experience working in a Contact Centre environment before, or have extensive experience within a customer-facing role An understanding of regulatory requirements (including CONC and CCA) within the financial services industry or a strong willingness to learn. You have a can-do attitude and want to build a career within financial services Enjoy working in a fast-paced environmentThe detailOur opening hours are Monday to Friday 8.00am - 7.00pm and Saturday 9.00am to 1.00pm. You will work a flexible shift pattern within these hours, and they are happy to discuss options including part time hours that suit your needs.They have a hybrid working environment so once you are fully trained and competent in role, you can work remotely for part of the week.How you will be rewarded

• Annual bonus scheme
• Life assurance
• Matched pension contributions
• 25 days annual leave plus bank holidays and your birthday off, on us!
• A wide range of flexible benefits from Cycle2Work to private healthcare
• Free fruit and hot drinks throughout the day
• Paid volunteering days and matched charity fundraising
• Free parking

Keyskills :
Collectionscustomer servicesvehicle financedebt managementmotor finance