Collections Advisors (UK)

Job Description

Job Overview:

We are looking for experienced, passionate advisors who can make a difference by helping our customers when they at their most vulnerable and require support. It is never easy talking about debt, but you will create an atmosphere of compassion with your understanding and clear communication skills. You will have the ability to make a difference by not only delivering an excellent service for customers but look for the right customer outcome each time.

If this sounds like you, this is your chance to shine.

Responsibilities

• Be passionate about customers and wanting to help support our customers when they need us most.
• Become the point of support for our customers when they contact us via mail, telephone, and letter.
• Help new and existing customers with a range of forbearance and payment queries.
• Take full ownership for your calls, solving customers’ problems and providing excellent customer service.
• Resolve customer queries in a timely, empathetic, and transparent way, so good customer service skills and the ability to build strong relationships will be key.
• Be ready to assist customers who are vulnerable or need that extra level of empathy and support.
• Work with customers to find appropriate and individually tailored forbearance solutions.
• Liaise with customers, and staff regarding client queries, resolutions, and payments.
• Make outbound calls and emails to customers to resolve and support any missed payments.
• Have a good understanding of financial regulations and ensuring that we adhere to these.
  
  

The Ideal Candidate Will

This is a high impact role in a fast-growing business and hence the ideal candidate will have:

• Grade 12 or a relevant equivalent qualification
• 2+ years of experience in a Collections environment (preferably in financial services/fintech)
• You are focused on quality, customer service and delivering fair customer outcomes.
• You are empathetic and committed to helping customers.
• Able to handle difficult conversations in a customer focused manner.
• You can work well as part of a team; decisive; goal-oriented; proactive.
• You have sound working knowledge of MS Word, and Excel, and experience in task/process-based evaluation.
• You are organised and with exceptional attention to detail.
• Good working knowledge of relevant regulatory bodies such as FCA, PRA
• Sound understanding of key regulatory principles such as Consumer Duty and Treating Customer’s Fairly.
  
  

Required Skills

• Excellent Verbal and Written Communication
• Customer centric
• Excellent listening Skills
• Able to work independently and within a team
• Goal Orientated
• Confidence in decision-making, under pressure.
• A passion to deliver a first-class customer service.
  
  

Salary Range And Work Times

• Salary to be discussed at the interview stage
• UK Hours and Rotational Shifts
  
  

Core Behaviors

Huntswood a ResultCX company employees have:

A Winning Mindset

Bring You’re “A” Game – Passion is contagious! Work every day like it’s your first day on the job.

Strive for Greater – Stay dedicated to continuous improvement. Challenge the status quo and bring your best ideas forward.

Servant Leadership

Enable and Empower all Employees – Our employees are the heart of our success

Do the Right Thing – Be empathetic and respectful to everyone always. Act with integrity even if no one is watching.

Deliver WOW!

Own It – Take personal responsibility for getting things done, find a way.

Deliver Unbelievable Service – Create “WOW” moments for your customers every time.

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