Customer Support and Collections Associate

The-Role

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.

RESPONSIBILITIES

Customer:

• Mitigate-losses-to-the-bank-through-early-engagement-with-customers-in-financial-difficulty-and-deployment-of-appropriate-collections-and-recoveries-strategies
• Confidentially-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-analysis
• Provide-clear-explanations-of-repayment-options-and-independent-sources-of-debt-advice-to-empower-customers-to-make-informed-decisions
• Identify-and-respond-to-customer-vulnerability-ensuring-an-appropriate-level-of-care,-seeking-additional-support-where-needed.

Policies-&-Procedures:

• Apply-the-Collections-and-Recoveries-Standards,-and-associated-procedures,-to-all-customer-dealings
• Identify-and-log-customer-dissatisfaction-in-an-appropriate-and-professional-manner-whilst-adhering-to-complaints/escalation-process
• Escalate-complex-queries-or-situations-that-cannot-be-resolved-at-first-instance
• Identify-improvements-to-enhance-customer-and/or-Bank-outcomes
• Ensure-that-all-Governance-and-Compliance-requirements-are-adhered-to-and-all-reporting-and-reviewing-activities-required-by-the-Regulatory-Bodies-are-carried-out-to-the-standards-required.

WE-WOULD-LOVE-TO-HEAR-FROM-YOU-IF-YOU-HAVE:

• Prior-experience-in-collections/recoveries,-ideally-in-relation-to-lending-products
• Experience-with-vulnerable-customers
• Exceptional-communication-and-interpersonal-skills
• Excellent-analytical-skills,-with-the-ability-to-assess-customer-circumstances-and-identify-appropriate-strategies,-applying-judgement-and-decision-making-skills
• The-ability-to-demonstrate-emotional-intelligence,-resilience-and-empathy
• Strong-teamwork-skills,-able-to-collaborate-effectively-while-maintaining-individual-workload-in-a-fast-paced-environment

IT-IS-NOT-ESSENTIAL-BUT-IT-WOULD-BE-GREAT-IF-YOU-HAVE/CAN:

• Deliver-excellent-customer-service-via-previous-customer-facing-roles-with-excellent-and-professional-telephony-skills
• Knowledge-of-collections-and-recoveries-regulatory-requirements-and-industry-standards
• Proficiency-in-Alfa-Financial-Software