Customer Account Manager

Customer Account Manager Role Manifesto
Customer Account Manager required to join a rapidly growing South Manchester based financial services operation dealing with financing residential, semi-commercial, and commercial properties. Privately run operation with a fast flexible offering to investors and a growing loan book totally commitment to people, values and relationships that will disrupt our industry.
Role Overview The core mission of this role is to support customers through the lifecycle of their loan with us. You will relentlessly deliver a positive experience for our customers even when they are experiencing difficulties. You take pride in delivering the best possible outcomes for every loan, whether it is a straight forward redemption or minimising our losses on a problem loan.
Obsess & Excel To be really successful in this role there are certain areas the right candidate needs to obsess over or excel at:
• Plot your way to a prompt resolution no matter how complicated or difficult the situation • Commerciality – know what’s best for the business (and is acceptable to the customer) • Establish rapport quickly • Curiosity to ask questions and listen to the answers • Care about our customers – have empathy, but not sympathy
Within 3 Months:
• Complete your induction and demonstrate an understanding of what we do and how we do it • Introduce yourself to every customer in your portfolio • Categorise every account according to our contact strategy • Check-in with your Team Leader on Core Behaviours • Establish rapport with our 3rd party suppliers
Within 12 Months:
• Be able to manage accounts in arrears through to receivership • Proactively recommend courses of action that are routinely approved by your Team Leader
Essential Qualifications/Previous Experience
• Property experience helpful • Collections experience not essential • Must be IT proficient • English and Maths to GCSE level
Key Details Monday – Friday, 09:00- 17:30
Working Hours: 37.5 hour working wee
Benefits 24 holidays, plus bank holidays, (Increases to 25 after 1 year’s service)
Close proximity to Wilmslow train station
24-hour colleague assistance helpline
Westfield Health cash plan
Team social events and trips