Pensions Specialist Training Scheme
2 weeks ago
Role: Customer Service and Collections Advisor
Permanent with advancement opportunities
we aim to give lines of credit to those who mainstream lenders have neglected. with over 20 years of operation nationwide, we have helped hundreds of thousands of customers and the business has transformed from a traditional high-street lender to a multi-channel, online loan provider. We are regulated by the Financial Conduct Authority and fully compliant with our obligations under Consumer Duty. We will continue to adapt, improve, and implement changes where required to improve our people, the business, and the overall quality of our customer experience.
The Customer Solution Specialist's primary function, within a larger Customer Solutions Team, is to optimise customer experience through proactive and effective customer engagement while combining top-class customer service, negotiation, and rapport building. Through these evidenced skill sets, a CSS will be able to explore and negotiate towards good outcomes for customers experiencing varying levels of financial difficulty and vulnerability, while showing due care and diligence and adhering to regulatory and company guidelines.
Partaking in a 4-6 week, in-house, onboarding and training scheme
(Handling calls with customers in a variety of financial situations and solve
Negotiating repayment plans and utilising your previous collections
Operating multiple systems, including our own, in-house software,
Microsoft applications, while maintaining a high level of customer service.
~ Proving your understanding of our departmental approach to quality over
including telephone, email, or letter, and demonstrating a good standard
Carving your own path to progression through the quality of work you
Related experience in account management – collections account
the qualities to succeed (Bonus points for experience in regulated
establish long-term reliability from the outset
Demonstrate procedural understanding by delivering a quality of work that
Be flexible, willing to assist and expect the same in return.
How we will help you succeed:
~ Provide comprehensive training in the form of 4-6 weeks in our GradBay
Continual, regular feedback on your progress and performance from your
person helping real people.
~ Hybrid Working Scheme available whereby eligible employees will be
working from their UK homes and the office as and when requested to do
Performance based bonus
Up to 33 days holiday
Accrued Holiday Sellback Scheme
Life Insurance Cover for all employees with 12 months+ service
40 hours per week, Monday to Saturday, between 8am and 6pm
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