Senior Contact Centre Consultant

We are looking for Senior Contact Centre Consultants to join a team to support in collections and recoveries.
The role is office based within Belfast City Centre working Monday to Friday 9am to 5pm.
The main purpose of the role is managing all UK customers who are experiencing financial or repayment difficulties. This may be because of a change in their circumstances leading to arrears on the account or due to a breach of contract, such as non-payment of a matured loan. We deliver responsible debt management throughout the customer lifecycle, balancing commercial risk with the delivery of fair & sustainable customer outcomes.
Purpose of the Role
The role will involve communicating with customer to understand their financial circumstances and make appropriate decisions that support our customers and limit losses to the Bank. This will be achieved by fully understanding the individual needs of customers and where necessary using negotiating and influencing skills to agree a sustainable strategy.
Appropriate signposting of customers to agencies that can provide further support (eg. external agencies and debt advice organisations) when customers are in financial difficulty, experiencing vulnerability or require further help to make decisions regarding their mortgage or financial affairs is also key.
Where support has been agreed the role holder will monitor ongoing arrangements to ensure they accurately reflect customer`s current financial circumstances and assist customers with debt management tools where appropriate.
Key Accountabilities
- Contacting customers to understand their financial circumstances and make appropriate decisions that support our customers and limit losses to the Bank.
- Managing own caseloads and those of others and ensuring actions are in line with the required regulatory framework, policies and procedures.
- Using negotiating and influencing skills to agree a sustainable strategy or make recommendations to a higher mandate holder where required.
- Chairing and leading calls between key stakeholders to discuss individual cases and agree appropriate forbearance to address the immediate customer needs. This may be with the leadership team, complaints, special circumstance forum or others
This role will be ideal for candidates with a strong customer service background, ability to have empathy when dealing with customers in regards to their missing payments but at the same time achieve a payment plan outcome.
If you are interested in this role please apply online.

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