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Form of work
SalaryMy client, a successful financial business in Chester is looking to recruit Customer Financial Support Advisors to join their Customer Finance Support team. This role will involve communicating with customers who have failed to meet their contractual payments towards their Hire Purchase agreement.
You will assess each customer’s circumstances on a case-by-case basis to ensure the right outcome is achieved and where possible and affordable, negotiate a payment or an arrangement to bring the customers agreement up to date as soon as possible.
Key Responsibilities:
Communicate with customers who have failed to meet their agreed payment date, showing forbearance and support to help them get their agreement up to date
Ensure all customer agreements are reviewed thoroughly to understand the customer’s situation, making sure that all previous agreement notes are checked for previous customer communications and arrangements in place
Review arrears repayment plans on a regular basis to ensure they remain in line with the customer’s circumstances
Identify, recognize and work with customers whose circumstances are often vulnerable
Communicate with customers both verbally and in writing in a clear, fair and not misleading way
Completing all actions that are agreed with customers in the relevant time frames to ensure the best customer experience is achieved
Where applicable signpost customers to relevant non-for-profit organizations for support and advice
Support colleagues and the department to ensure all department aims are achieved
Work towards achieving daily and monthly targets both individually and as a team
Deliver outstanding customer service at all times in line with our vulnerable customers and debt collections policies and procedures
Conduct all tasks in line with regulatory rules and expectations and in particular consumer duty and treat customers fairly
Carry out additional tasks where reasonably expected
Liaise from time to time with 3rd parties in relation to the management of the customer’s account
Raise any procedural, departmental risks and concerns in line with company process and escalation routes
Skills Required:
You must have some experience working in a similar debt management, collections type customer service role
Some life experience and a mature attitude is essential
Able to communicate with vulnerable people and offer advice
Possess a professional and understanding manner when assisting customers
Excellent communication and customer service skills is essential
Company Benefits:
Salary up to £27k - depending on experience
Monday - Friday 37.5 hours, 8am-4pm, 9am-5pm, 2 Saturdays per month - 8am-12pm at home, time back in lieu
Pension scheme
Employee referral programme
Perks at Work
Income protection scheme
Employee of the Year
Long Service awards
Discretionary annual bonus
Life assurance
Discounted gym membership
Training and exam sponsorship
Purchase additional annual leave
Social events Hours of work
