Vulnerable Customer Specialist

7 days ago


Cardiff, Cardiff, United Kingdom Jomo People Ltd Full time
We LOVE providing the best customer service. It's what we pride ourselves on.

Our friendly team of collections advisors always strive to do the right thing by our customers, who are having issues repaying their loan.

We take time to understand exactly what has caused our customers to miss a repayment and make sure they get the best support possible, whatever their situation; after all, it's what makes our brand stand out.


Hands up if you fancy joining a team like this?
You probably want to know a bit more before clicking "apply" for this Cardiff based collections advisor rolelike what will I get in return if I join your team as a collections advisor? Well here's just a bit more information:

Position:
Collections Advisor (Arrears / Debt Recovery)


Location:
Cardiff Bay (with plenty of free onsite parking)


Salary:
£24,000 pa


Hours: 35 hours per week contract, Monday to Friday 9am to 5pm (with some flexibility required)

Benefits:
Up to 23 days Holiday (plus 8 bank holidays) with the option to buy more, Health and Wellbeing scheme, Cycle to work scheme, Discounts with popular retail stores across the UK, Savings and Protection scheme, Complementary fruit, tea & coffee, as well as Pizza days to celebrate special events, Prizes awarded to staff members who have excelled, Team incentives, Social events; making friends for life

So lets tell you a bit more about the role.


You've likely worked as a contact centre collections advisor before, or within a regulated financial services complaints or customer service advisor role where you've dealt with vulnerable customers on a daily basis.

You know what it's like working in a fast paced, inbound and outbound advisor role The managers are there to support you and give you everything you need to be the best you possibly can.


As a team of 10-15 collections advisors, you'll make contact with customers who have recently missed payments on their loan.

By asking lots of open questions, you'll be able to understand why the customer has missed a payment and recognise if they might be a bit vulnerable right now.

With all this information, you'll then be able to support the customer to get them back on track, by offering a variety of solutions to suit them.

Ultimately, you'll be making sure the customer leaves the call feeling a bit better than they did before, with an understanding of the next steps and the confidence that they can pick up the phone at any time to get the support they need.


So what experience do you need?

  • Recent experience in a financial service collections advisor or regulated complaints handler / customer service advisor role (essential)
  • You'll demonstrate a passion for doing things right the first time, be full of great ideas for improving the customer journey and want to make sure customers go away with confidence that you are there to support them and a repayment plan to get them back on track.
  • You'll be used to working in a team which supports one another and you'll always deliver on your promises.
-
One very important thing to mentionthis is a regulated financial services collections advisor role, so you'll need to be able to pass quite a stringent credit check, which sadly will rule you out if you have recent missed payments, CCJs, IVAs or bankruptcy which will show up on your credit check._

Jomo People embrace diversity and truly believe in equal opportunities for all. We believe that inclusion and diversity increases creativity, delivers innovation, improves performance and better serves our customers.

We truly believe in the ethos that companies with greater diversity perform better than those without.

It is for these reasons that all qualified applicants will be considered for employment regardless of age, race, religion, genetic information, sexual orientation, gender identity, parental status, disability, educational background or any other characteristic for that matter that doesn't relate to your ability to perform the role.


So what you waiting for?

INDCC

Job Types:
Full-time, Permanent

Salary:
From £24,000.00 per year

Schedule:

  • 8 hour shift
  • Monday to Friday
  • No weekends

Supplemental pay types:

  • Yearly bonus

Experience:

- regulated financial services: 1 year (required)

Work Location:
One location

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