Customer Service & Loan Administrator

Our client is a highly customer focussed consumer lending business which owing to growth, are recruiting additional members for their loan servicing team. They have grown to circa. 50 employees and £250m in lending but they maintain a real ‘family’ feel and have a clear strategy for growth and continued focus on customer outcomes.
The Customer Services& Loan Administrator role will suit candidates who like to ‘wear many hats’, managing inbound customer queries via both phone and email as well as outbound calls to those customers who have fallen in to arrears. Responsibilities of the Customer Services& Loan Administrator include:
* Conduct inbound and outbound calls professionally and empathetically, ensuring fair treatment of customers.
* Contact customers regarding overdue balances, payments, fees, and charges to ensure informed customer interactions.
* Ensure accurate capture of customer and loan-related data during the loan administration process on the in-house system.
* Establish and maintain effective working relationships with key third-party business partners.
* Identify 'vulnerable' customers and provide available forbearance options.
* Assist customers in arrears by presenting information and available options.
* Escalate accounts to management when all options to recover monies have been exhausted, and legal action may be required.
Essential Skills for the Customer Services& Loan Administrator are:
* At least 12 months proven experience in Financial Services within an office-based environment.
* Knowledge of lending products, preferably with knowledge of second charge mortgages or unsecured loans
* Prior experience in Customer Services or Arrears Management, with a preference for candidates with experience in both areas.
Located just a two-minute walk away from the Woking town centre and with free onsite parking, as well as a competitive salary there is 25 days holiday as standard (with ability to buy / sell), Private Medical, Pension, Bonus and free snacks / tea / coffee as well as many more benefits.
They are proud to be an equal opportunity employer and take affirmative action to create an inclusive and equitable world of work, so if you like working in a small, friendly and supportive team environment and have a passion for delivering the best outcomes for customers, then this could be the role for you