Customer Support and Collections Associate

You will need to develop a deep understanding of the asset finance businesses, products and processes. You''ll use your exceptional interpersonal skills to deliver good customer outcomes ensuring alignment to divisional objectives. An inquisitive nature, strong initiative, problem solving skills and a customer-first approach are key to success in this role.RESPONSIBILITIESCustomer:Mitigate losses to the bank through early engagement with customers in financial difficulty and deployment of appropriate collections and recoveries strategiesConfidentially and empathetically communicate with customers through channels including telephone, post and email Understand customer circumstances through appropriate techniques, including structured questioning and use of income and expenditure analysisProvide clear explanations of repayment options and independent sources of debt advice to empower customers to make informed decisionsIdentify and respond to customer vulnerability ensuring an appropriate level of care, seeking additional support where needed.Policies and Procedures:Apply the Collections and Recoveries Standards, and associated procedures, to all customer dealingsIdentify and log customer dissatisfaction in an appropriate and professional manner whilst adhering to complaints/escalation processEscalate complex queries or situations that cannot be resolved at first instanceIdentify improvements to enhance customer and/or Bank outcomesEnsure that all Governance and Compliance ..... full job details .....