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Collections Advisor

4 months ago

Milton Keynes Buckinghamshire, United Kingdom Abound Full time

Job Description

About the job

We’re on a mission to make affordable loans available to more people. We have built award-winning technology to look beyond credit scores and offer fair credit to people ignored by traditional lenders.

We have two parts of our business. On the consumer side, we have Abound. Abound has helped us proved that our approach works at scale. While other lenders only look at your credit score, we look at all of the full picture – what you earn, how you spend, and what’s left at the end. We’re able to do this thanks to Open Banking.

On the B2B side, we have Render. Render is the platform that allows Abound to make better lending decisions. By better we mean less risky. And less risky decisions mean we can offer customers better rates than they can usually find elsewhere. We’re taking Render global so that more companies can offer affordable credit to their customers.

We're looking for an experienced individual to fill the role of Customer Care (Collections) Advisor. This position requires an important balance of both credit and conduct risk as we focus on delivering the right outcomes for our customers based on their individual circumstances, always.

You will be working alongside as part of small but rapidly expanding team in our Milton Keynes office, this is a hybrid role requiring 3 days per week in our Milton Keynes office with flexibility on the other 2. There will also be a requirement to attend our central London office once a month (fully expensed).

The ideal candidate will have excellent attention to detail and be comfortable following documented procedures consistently ensuring that all customers are treated fairly and receive the appropriate outcomes. Tasks also include updating account details, maintaining accurate records, and escalating cases to senior staff if necessary. There will also be a requirement to identify and support customers who may shows signs of vulnerability.

Who you are

  • An experienced Customer facing advisor confident at dealing with customers in arrears with credit products
  • Have a good understanding of FCA regulation including CONC7 and DPA requirements
  • Have an awareness of the broad range of debt solutions i.e. Payment Arrangements, DMPs, IVAs, Trust Deeds, DROs, Breathing Space etc.
  • Understands Customer Vulnerability and how to identity and manage
  • Comfortable working with statements and ledgers to interpret transactions to help resolve customer queries
  • Familiar with Microsoft Office products (Word, Excel, Teams)
  • Have a very strong attention to detail and a high regard for consistency
  • A strong team player who will help as required to deliver tasks within the team SLAs
  • Familiar with KPIs and targets and quality assurance requirements

What you'll be doing

  • Handling multiple live customer chats
  • Receiving and making telephony calls from Customer requiring assistance with their loans
  • Supporting our omni channels i.e. live web chat, email, SMS and phone (inbound and outbound) including dialler software.
  • Assessing customer affordability using our industry leading Open Banking software
  • Agreeing and setting affordable payment plans with customers
  • Processing on our systems when customers advise they are pursing alternative debt solutions
  • Setting promises to pay received through digital channels
  • Dealing with third party partners i.e. Field suppliers, debt collection agencies, insolvency portfolio managers
  • Thinking analytically and giving suggestions and ideas as part of continuous improvement

What we offer:

  • Everyone owns a piece of the company - equity
  • 25 days’ holiday a year, plus 8 bank holidays
  • 2 paid volunteering days per year
  • One month paid sabbatical after 4 years
  • Free gym membership at the Holiday Inn gym at Milton Keynes
  • Save up to 60% on an electric vehicle through our salary sacrifice scheme with Loveelectric
  • Team wellness budget to be active together - set up a yoga class, a tennis lesson or go bouldering
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