Collections Specialist
On-siteCheadle, England, United Kingdom
Cheadle, England, United KingdomOn-siteFull TimeMedium
Full TimeMedium
Job Summary
Manage inbound and outbound telephone calls from customers regarding early and late stage arrears on regulated and unregulated accounts. Listen to understand the root cause of a customer's financial situation, assess affordability, and work with individuals to find sustainable support. Resolve enquiries to completion, aiming for first contact resolution, while identifying and attempting to resolve potential customer complaints. Understand the needs of vulnerable customers, arrange appropriate support including signposting, and provide high-quality service throughout the UK.
Required Qualifications
- Collections and Recoveries experience
- Ability to deal with vulnerable customers
- Experience of assessing affordability
- An excellent understanding of what a good customer outcomes looks like
- An empathetic approach to customers through active listening and effective questioning
- Excellent attention to detail
- Ability to work under pressure
Desired Qualifications
- Experience with mortgage collections
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