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Job Title: Collections Consultant

Location: Brentwood Hybrid 3 days WFH 2 days office based

Salary: Up to 30,000 - plus a bonus of 10% paid our monthly pro rata after the successful passing of probation after 6 months - please note this will be backdated for the first 6 months once probation passed

Hours: Monday to Friday 9am-5:30 pm.
Required to work 1 Saturday each month 8 am-12 pm, which can be taken back in lieu and can be worked at home.

Benefits:

• 25 days holiday rising by 1 day a year for each full year of service up to 28 days
• Additional pay - After completing their probation period, employees will receive 10% of pay each month. This will be backdated to their start date.
• After 3 months, Pension - Employer Contribution 5.4%, Employee salary sacrifice contribution 2.6%. Employees can contribute more through the salary sacrifice scheme.
• After 6 months, Private Medical, currently with AXA
• After 6 months, Life Cover - 4x Annual salary
• Eye care vouchers
• Perkbox - discount app and wellbeing hub
• Costco membership at renewal in December
• Free parking
• Free hot drinks
• Relaxed dress code

About our Client:

Our client has years of expertise in delivering specialist mortgages and secured loans. With a team of around 50, you'll experience a close-knit community that values your individuality. Effort is recognised and rewarded with a 10% performance-related bonus adding an exciting element to your monthly achievements. You can experience the best of both worlds with hybrid working options providing you with the flexibility to balance work and life seamlessly. There is a relaxed dress code that allows you to express your style, fostering a place where you can be yourself.

Our client is also a catalyst for employee improvement by offering the CeMap qualification, they pave the way for professional development, empowering their team to reach new heights in their careers.

About the Role:

Our Client is looking to expand their Collections Team. They are looking for an experienced Collections Consultant to liaise with all customers including those up to date, in arrears, and term expired, whilst maintaining a high level of customer service. You will use your initiative and ensure all regulations and company policies are adhered to.

Responsibilities:

• Work with customers to understand their financial circumstances and use this information to agree on realistic and sustainable arrangements.
• Dealing with incoming calls and making outgoing calls for the collections area.
• Maintaining accurate payment method amendments, DD amendments, taking card payments over the telephone and sending out letters to customers.
• Balancing customer requirements with department objectives.
• To be clear and fair in all dealings with customers and third parties, in compliance with FCA codes with particular emphasis on the Company's TCF policies.
• Make fair and appropriate litigation decisions in accordance with company policy and individual mandate, paying due regard to the principles and rules of MCOB, ensuring that the Treating Customers Fairly principles are met and that litigation action is only used as a last resort.
• Maintain own workflows, proactively building rapport with customers, as a route to resolving arrears situations: reacting promptly in identifying those situations where escalation of action is required.
• Maintain and develop close working relationships with third parties acting for the company where relevant to the role.
• Ensure that all possible steps are taken to reduce the business's exposure to loss, including recognition and resolution of fraud and money laundering.
• Always ensure compliance with corporate policies & process criteria.
• Maintain accurate records relating to all activities carried out and with all dealings with the customer.
• Contribute to the identification and development of innovative processes.
• Contribute to an open environment in which all parts of the business can present and discuss issues, strategies, and innovations.
• Take ownership of self-development and performance. Complete 100% of your own regulatory e-learning and associated classroom-based training.

Experience required:

• The ideal candidate will have mortgage collections experience however can consider any consumer lending-related collections experience.
• Ability to listen, emphasise, negotiate and inspire confidence.
• Ability to take ownership and accountability when making business and customer-orientated decisions.
• Good understanding of TCF principles and regulatory regulations.
• Good communication skills, both verbal and written
• Interpret and respond clearly and effectively.
• Time Management skills
• Work as part of a team
• Embrace change.

Trusting Stellar Select:

At Stellar Select, our commitment goes beyond recruitment; it's about crafting experiences that elevate your career journey. We take pride in delivering excellent services to our candidates and always going the extra mile to ensure your success.

Our foundation is built on openness and transparency. We believe in clear communication with everyone we work with, fostering an environment of trust, honesty and fairness.

Embark on your career journey with confidence, knowing that our services are designed with your success in mind.

For more information regarding the role of Collections Consultant please contact us

Stellar Select is acting as an employment agency and is a corporate member of the REC