Collections Officer (First Mortgage Servicing)

Job Description

Job Title: Collections Officer (First Mortgage Servicing)Salary: £24,800Location: Solihull/hybridHours: Full Time - You will be required to work an average of 37.5 hours per week, covering a rota of 8.00am to 6.00pm Monday to Friday and one in four Saturdays 9.00am to 1.00pm, so flexibility is required.Description:Due to expansion our client, a well-respected and long-established financial services company based in Solihull is recruiting a Collections Officer to join their small friendly team.The purpose of the role is to provide strong customer service whilst efficiently, effectively and compliantly seeking to recover any monies due, or to otherwise contact customers on matters relating to their accounts and to set up payment arrangements thatare affordable and sustainable.This will involve dealing with both verbal (telephone based) and written communication with customers and authorised third parties.If you have the skills to talk to customers about what they need then you will be trained on the products that are available to them.Get in touch if you feel you have the skill set to deal with the below.

• Deal empathetically with customers whilst questioning and probing to understand their circumstances
• Communicate with customers in arrears to agree sustainable payment arrangements in line with affordability
• Understand forbearance options available to customers and work with them to understand their long-term intentions of repaying their loan balance

Key Duties:

• Deal with customer queries on the telephone: Inbound and outbound
• Deal empathetically with customers whilst questioning and probing to understand their circumstances
• Examine accounts in arrears and work with customers to proactively identify; vulnerable/sensitive customers, customers experiencing financial hardship or a customer making a complaint, referring to specialist teams where applicable
• Understand the reason and likely timeframe of financial hardship and make sustainable arrangements with customers
• Handle calls from customers to ensure that complex queries and any dissatisfaction are handled swiftly and effectively by making decisions on the correct course of action for an account
• Communicate with customers/authorised third parties in arrears by telephone in order to agree and monitor payment arrangements in line with the client’s affordability and individual circumstances in accordance with the FMS forbearance policy
• Communicate and provide accurate information in a timely manner by relevant methods internally and externally in line with company policy and procedures
• Complete required actions in accordance with departmental processes and procedures
• Manage, organise and update relevant information onto the relevant databases
• Become conversant and adhere to all departmental and HR processes and procedures
• Perform all tasks within the agreed FMS service levels
• Represent the organisation in a highly professional manner at all times
• Adhere to agreed company regulation and external legislation e.g. FCA, OFCOM, trade bodies, rules, guidelines and principles, GDPR etc.
• Embrace changes to policy and procedures, using own initiative to challenge barriers and provide the most appropriate outcome for the customer
• Achieve personal objectives
• Pro-actively identify and report risk events to the relevant risk champion
• Work within established procedures, and works off own initiative, within mandate, with a limited degree of supervision

Key Skills/Experience Required:

• Demonstrate excellent communication skills, ability to empathise and challenges processes and work approaches appropriately
• Ability to use own initiative and work as an effective team member
• Ability/experience to identify and probe effectively where vulnerability/complaint or other underlying reasons are suspected
• Ability to recognise when to adapt communication style to suit the customer
• Problem analysis and problem solving with an attention to detail and accuracy
• IT aptitude and the ability to learn appropriate systems
• Adaptability and the ability to remain calm under pressure
• Ability to understand and process feedback to enable change
• A passionate "can do" attitude
• Attention to detail, organised, motivated and accurate
• Good team player, but equally effective working on their own
• Ability to respond positively to change

In return for your hard work, you will earn a starting salary of £24,800 plus excellent benefits.For more information please call Morgan Parkes RecruitmentMorgan Parkes Recruitment Ltd operates in the UK and can only process applications from candidates who are currently eligible to live and work in the UK. We operate a strict equal opportunities policy.Personal data you supply will be used for contacting you via telephone or email about our service. Your data will be kept securely and retained in line with GDPR regulations. You have the right to withdraw your consent to the use of your personal data forthe specified purpose at any time.

Keyskills :
CollectionsCustomer QueriesFinancial ServicesCall Management