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Form of work
SalaryCollections and Customer Support Associate
This is an exceptional opportunity to be part of a fast-paced team in a busy call centre contacting customers in arrears. The focus of the Collections and Customer Support Associate role is working with the customers to achieve an outcome that works for both the customer and the business, whilst ensuring the business meets its performance targets, together with due regard to all regulatory requirements.
Hours of work are 8-4, 9-5, 10-6 Monday to Friday, with 2 Saturday mornings per month - the Saturdays will be working from home.
No previous collections experience is required, as full training will be given, though call centre experience would be advantageous. The Collections and Customer Support Associate is an office-based role, working out of the prestigious, modern Chester Business Park office.
The company is incredibly proud of its positive working environment and offers a range of benefits including a pension scheme, Employee of the Month and Year awards, income protection insurance, annual company bonus scheme, life assurance and discounted gym memberships.
Key Responsibilities:
- Collections activity on all overdue active agreements.
- Provide excellent service to all customers both internal and external and embrace the principles of Treating Customers Fairly.
- Understand the key factors associated with the significant vulnerability.
- Recognise cases of significant vulnerability.
- Negotiate recovery of outstanding payments with customers by identifying the reason for the overdue payment(s), to prevent contractual loss.
- Influencing and negotiating with customers to ensure a satisfactory outcome for both the company and the customer.
- Ensure call handling and service quality is maintained at all times.
Candidate Requirements:
- Good communication skills (written and verbal)
- Call centre experience (desirable)
- A team player
- Positive attitude
- Flexible in approach
- Ability to work to tight deadlines
- Working knowledge of Microsoft Office applications
- Basic IT skills
The successful candidate will be required at all times to act within the standards expected within Consumer Duty and comply with The Conduct Rules which set the minimum standard of individual behaviour expected when carrying out a role.
