Collections Advisor

  • Location
    Solihull, West Midlands
  • Salary
  • Category
    Sales & Retail - Customer Service Advisor
  • Job type
  • Industry
    Office and Secretarial
  • External Reference

My client, a specialist banking organisation in Shirley, is currently recruiting to expand their innovative and energetic team. You will be a part of a dynamic team on a mission to revolutionise customer experiences. You must be a self-motivated individual and pride yourself on building excellent relationships with existing and potential customers.

Career progression continues to be a strength as their highly profitable business continues to grow and invest across all business areas whilst taking their ambitious business plans on to the next level.

Purpose of the role

The purpose of the role is to provide an exceptional level of customer service, positively communicate, assist and support all customers throughout their journey. Building relationships with customers who are struggling financially, together with understanding their short-, medium- and long-term circumstances will be pivotal in providing the bespoke customer service experience each customer requires.

Identifying early signs of financial difficulty and positively engaging with customers to offer and explain the wide range of forbearance tools available, will also be key to the role. A high level of commitment, self-motivation and adherence to Regulatory Principles and legislation is required.

Role Details:

  • Salary: Up to £21,000 per annum

  • Shift pattern: During the working week the hours will be 8.30am to 5.00pm twice a week, 10.00am to 7.00pm twice a week and 8.30am to 13.45pm once a week.

  • Additional weekend hours are required for this role consisting of 10 hours split across an eight week period.

  • You may be required to work some bank holidays however this will be included in the annual holiday entitlement.

  • 23 days holidays plus 8 bank holidays - goes up by 1 day for each year of service

  • Various other perks

  • Relevant training will be provided

  • Hybrid working pattern after training period

Duties and responsibilities:

  • Deal empathetically with customers whilst questioning and probing to understand their circumstances

  • Examine accounts in arrears, and up-to-date accounts, and work with customers to proactively identify; vulnerable/sensitive customers, customers experiencing financial hardship or a customer making a complaint, referring to specialist teams where applicable

  • Handle escalated calls from customers to ensure that complex queries and complaints are handled swiftly and effectively by making decisions on the correct course of action for an account

  • Understand the reason and likely time frame of financial hardship and make suitable / sustainable arrangements with customers

  • Communicate with customers / authorised third parties to agree and monitor payment arrangements in line with the policy and the customers affordability

  • Monitor Judgement / orders cases to ensure that payments are made as ordered

  • Communicate and provide accurate information in a timely manner by relevant methods internally and externally in line with company policy and procedures

  • Identify customer needs and complete required actions in accordance with departmental processes and procedures

  • Manage, organise and update relevant information onto databases

  • Become conversant and adhere to all departmental processes and procedures

  • Perform all tasks within the agreed service levels

  • Represent the organisation in a highly professional manner at all times

  • Adhere to agreed company regulation and external legislation e.g. FCA, OFCOM, rules, guidelines and principles, GDPR etc

  • Operate on an automated inbound and outbound dialling system

  • Embrace changes to policy and procedures and use own initiative to challenge potential barriers and provide the most appropriate outcome for the customer

  • Achieve personal objectives

  • Pro-actively identify and report risk events to the relevant risk champion

  • May be required to undertake activity and review work on post litigation accounts

  • May be required to undertake activity on end of term and interest review accounts

Skills/Experience Required:

  • Demonstrate excellent communication skills, ability to empathise, and challenge processes and work approaches appropriately

  • Ability to use own initiative and work as an effective team member

  • Ability / experience to identify and probe effectively where vulnerability / complaint or other underlying reasons are suspected

  • Ability to recognise when to adapt communication style to suit the customer or colleague

  • Problem analysis and problem solving with an attention to detail and accuracy

  • IT aptitude and the ability to learn appropriate systems

  • Adaptability and the ability to remain calm under pressure

  • A passionate "can do" attitude

  • Grade C or above, GCSE (or equivalent) in English and Mathematics.

If this sounds like you, please apply today!

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

To speak to a recruitment expert please contact Rehana Begum