Sat/vulnerable Case Officer
2 weeks ago
This role is to support the client through their Payplan journey whilst considering their types of needs and support of some of our most vulnerable clients.
This can be a challenging, but rewarding role.You will need to have a sensitive and empathetic approach and be comfortable in exploring client's situations using open questions and various conversational models to ensure the best possible outcome for the client and the business.
You will also need excellent listening skills to ensure that any indicators or none verbal disclosures are dealt with appropriately, which may mean using different types of communication or suggesting that a client may need additional support from an appropriate third party and determine the best solution moving forward.
By dealing with our clients in a constructive, supporting and reassuring way, you will need to use empathy and patience to ensure that our clients feel comfortable and safe and build client trust so that they continue to share information with you.
This is a role that makes a genuine difference to the clients that you are dealing with and their lives.
Key Responsibilities are:
Supporting Customers who are experiencing difficult times, primarily over the phone Offer exceptional customer service providing one call resolution where possible Ensure we are offering the best service for our clients and delivering appropriate debt solutions Building strong relationships with your colleagues and other departments to provide support to ensure particularly vulnerable clients are dealt with appropriately when escalated.
Experience/Technical Knowledge/Skills
Understanding of debt solutions An understanding of and the ability to keep updated on changes in legislation To have worked with a type of Vulnerable client before
Personal Qualities
Professional and non-judgemental attitude when dealing with your clients Confidence to communicate openly and effectively both verbally and in written form Attention to detail The ability to work alone and as part of the team The ability to use your own initiative and contribute to the progression of the department and the business To be able to communicate with your colleagues and participate in daily huddles to ensure the team is updated with client circumstances A genuine desire to help others in difficult situations and the passion to see this through to fruition.
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